USA_Support Executive
Varite, Palm Beach Gardens, FL, United States
Pay Rate Range:$ 25.00 - 25.73/hr.
GBaMS ReqID: 10619099
Job Description:
Education & Experience: • Associate degree in Information Technology, Computer Science, or related field; or equivalent work experience • 2+ years of experience in desktop support, field services, or similar technical support role • Experience supporting Windows and Mac operating systems • Familiarity with mobile device management (MDM) platforms (Intune, AirWatch, etc.)
Technical Skills: • Strong knowledge of Windows 10/11, macOS, iOS, and Android platforms • Proficiency with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint) • Understanding of Active Directory, DNS, DHCP, and network troubleshooting • Experience with remote support tools and ITSM platforms (ServiceNow preferred) • Hardware troubleshooting and repair skills for desktops, laptops, and peripherals • Basic understanding of cybersecurity best practices and compliance requirements
Soft Skills: • Excellent customer service and interpersonal communication skills • Strong problem-solving abilities with attention to detail • Ability to work independently and manage time effectively • Professional demeanor and ability to maintain confidentiality • Flexibility to adapt to changing priorities and work schedules
Key Responsibilities: Technical Support & Troubleshooting • Provide on-site technical support for desktops, laptops, printers, peripherals, and mobile devices • Diagnose and resolve hardware, software, and network connectivity issues • Perform equipment installations, configurations, and upgrades • Execute break-fix activities including hardware replacements and repairs • Support conference room technology, audiovisual equipment, and collaboration tools
Service Delivery & Customer Experience • Respond to service requests and incidents in accordance with SLA requirements • Deliver white-glove service for executive and VIP users • Communicate technical information clearly to non-technical users • Provide on-site assistance during new hire onboarding and technology transitions • Ensure positive end-user experience through proactive communication and timely resolution
Asset & Inventory Management • Maintain accurate inventory of IT equipment and accessories • Perform asset tagging, tracking, and documentation in ServiceNow CMDB • Coordinate equipment staging, imaging, and deployment • Manage equipment refresh cycles and decommissioning activities • Ensure compliance with asset management policies and procedures
Incident & Request Management • Log, track, and resolve incidents and service requests in ServiceNow • Escalate complex issues to appropriate support teams (L2/L3) with detailed documentation • Follow standard operating procedures and knowledge base articles • Contribute to knowledge base by documenting solutions and troubleshooting steps • Participate in incident and problem management processes
Collaboration & Coordination • Coordinate with remote support teams, vendors, and other IT groups • Support technology rollouts, migrations, and special projects • Participate in site walks and proactive equipment health checks • Assist with disaster recovery and business continuity activities • Provide coverage across multiple facilities as needed
Physical Requirements & Work Environment • Ability to lift and carry equipment up to 50 lbs • Frequent standing, walking, bending, and reaching • Occasional work in server rooms, data centers, or outdoor environments • Valid driver's license and willingness to travel between facilities as needed Availability for occasional after-hours or weekend support
Skills: Category Name Required Importance Experience SkillCategoryTest1_MN Desktop Management - Infrastructure Services (IS) Yes 1 4-7 years SkillCategoryTest1_MN Windows 10 Yes 1 4-7 years
Job Description:
Education & Experience: • Associate degree in Information Technology, Computer Science, or related field; or equivalent work experience • 2+ years of experience in desktop support, field services, or similar technical support role • Experience supporting Windows and Mac operating systems • Familiarity with mobile device management (MDM) platforms (Intune, AirWatch, etc.)
Technical Skills: • Strong knowledge of Windows 10/11, macOS, iOS, and Android platforms • Proficiency with Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint) • Understanding of Active Directory, DNS, DHCP, and network troubleshooting • Experience with remote support tools and ITSM platforms (ServiceNow preferred) • Hardware troubleshooting and repair skills for desktops, laptops, and peripherals • Basic understanding of cybersecurity best practices and compliance requirements
Soft Skills: • Excellent customer service and interpersonal communication skills • Strong problem-solving abilities with attention to detail • Ability to work independently and manage time effectively • Professional demeanor and ability to maintain confidentiality • Flexibility to adapt to changing priorities and work schedules
Key Responsibilities: Technical Support & Troubleshooting • Provide on-site technical support for desktops, laptops, printers, peripherals, and mobile devices • Diagnose and resolve hardware, software, and network connectivity issues • Perform equipment installations, configurations, and upgrades • Execute break-fix activities including hardware replacements and repairs • Support conference room technology, audiovisual equipment, and collaboration tools
Service Delivery & Customer Experience • Respond to service requests and incidents in accordance with SLA requirements • Deliver white-glove service for executive and VIP users • Communicate technical information clearly to non-technical users • Provide on-site assistance during new hire onboarding and technology transitions • Ensure positive end-user experience through proactive communication and timely resolution
Asset & Inventory Management • Maintain accurate inventory of IT equipment and accessories • Perform asset tagging, tracking, and documentation in ServiceNow CMDB • Coordinate equipment staging, imaging, and deployment • Manage equipment refresh cycles and decommissioning activities • Ensure compliance with asset management policies and procedures
Incident & Request Management • Log, track, and resolve incidents and service requests in ServiceNow • Escalate complex issues to appropriate support teams (L2/L3) with detailed documentation • Follow standard operating procedures and knowledge base articles • Contribute to knowledge base by documenting solutions and troubleshooting steps • Participate in incident and problem management processes
Collaboration & Coordination • Coordinate with remote support teams, vendors, and other IT groups • Support technology rollouts, migrations, and special projects • Participate in site walks and proactive equipment health checks • Assist with disaster recovery and business continuity activities • Provide coverage across multiple facilities as needed
Physical Requirements & Work Environment • Ability to lift and carry equipment up to 50 lbs • Frequent standing, walking, bending, and reaching • Occasional work in server rooms, data centers, or outdoor environments • Valid driver's license and willingness to travel between facilities as needed Availability for occasional after-hours or weekend support
Skills: Category Name Required Importance Experience SkillCategoryTest1_MN Desktop Management - Infrastructure Services (IS) Yes 1 4-7 years SkillCategoryTest1_MN Windows 10 Yes 1 4-7 years