(MIA) Desktop Support Technician

About WFS

Join our Worldwide Flight Services family and contribute to the timely delivery of cargo shipment, luggage, business to customer delivery, and on-time flights while operating safely and securely.  We perform at the highest level for our customers every day, and strive to be an exceptional leader in our industry with our teams of cargo, passenger, ramp handling, and technical service experts in 164 airport locations, 18 countries, and on 5 continents.  Are you ready to take off on your next career with us?

Job Summary

We are seeking a candidate for the position of Desktop Support Technician responsible for providing end-user telephone, desk-side, and remote technical assistance. Strong desktop troubleshooting skills will be used to handle technical support requests and determine root causes including diagnosing and resolving issues with PCs, laptops, mobile devices, printers, and peripherals. In addition to technical support, you will be responsible for imaging PCs, deploying and configuring software, managing technology requests, and creating accounts. The platforms supported are Windows 7 and 10, Microsoft Office, Lenovo and HP computers, Apple iMacs, networked printers, and mobile devices.

Responsibilities

• Deliver white glove support service in a professional manner
• Ability to work independently and as part of a team.
• Excellent follow-up skills.
• Detail oriented.
• Install, configure, maintain, and support PC hardware and software for the Company’s end-user computing environment.
• Manage reported issues via the GoToAssist Service Desk ticket system, telephone, remote access, and desk-side visits to ensure courteous, timely, and effective resolution.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
• Monitor and test resolutions to ensure problems have been adequately resolved.
• Desktop-related moves, adds, and changes.
• Quickly escalate and track issues with vendors and other internal support teams to troubleshoot problems with hardware, software, and applications.
• This is an on-site position.
• May have occasional evening and/or weekend work which will be rewarded with comp time.
• Will be required to rotate on-call after-hours support.
• Other duties as may be assigned.

Minimum Requirements

• HS Diploma, GED, or Equivalent.
• 5 + years of desktop support experience.
• One to four years of desktop support experience.  
• Strong knowledge of computer hardware, including laptops, desktops mobile devices, and enterprise desktop applications.
• Strong knowledge of Microsoft Windows 10, Windows 11, and Office 365 e-mail and suite applications.
• Knowledge of network printer installation, setup, and troubleshooting.  

Preferred Skills

• Highly motivated, and energetic with great communication skills.
• Ability to handle multiple calls/tasks in a fast-paced environment.
• Strong knowledge of computer hardware, including laptops, desktops, iPads, mobile devices, and enterprise desktop applications.
• Strong knowledge of network printer installation, setup, and troubleshooting.
• Must be able to pass a formal background check and obtain TSA/U.S. Customs clearance to be able to attain access to the secured cargo areas to perform IT work.
• Comptia A+ and Comptia A+ Networking certifications are a plus.

Physical Requirements/Working Conditions

• Remain in a stationary position 50% of the time.
• Occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery such as a calculator, copy machine, and computer printer.
• Walk short distances.
• Reach above and/or below the shoulder.
• Handle/grasp documents or office equipment.
• Sit and/or stand for short or extended periods of time.
• Lift/carry/move objects, files, and documents up to 10 pounds.
• Work in an office environment using standard office equipment.
• Talk, listen, and speak clearly on the telephone.
• Maintain regular and punctual attendance consistent with the ADA, FMLA, and other federal, state, and local standards.

Perks & Benefits

• Want your pay in advance?  Access your pay when you need it through the DailyPay app!
• Are you a top performer who thrives on recognition?  On-the-spot awards offered through the Awardco Platform including gift cards and more!
• Need quality medical care?   Multiple options for both full and part-time employees!
• Want WFS Employee Extras? Travel Discounts, Pet insurance, Discount Shopping & More!
• Looking to stay healthy and improve your life?  Wellness Programs are offered to all employees!
• Want to invest in your future?  401k program offered with company match!
• Looking to grow and have a career with us?  Opportunity for Internal Mobility and transfers available!

WFS is an equal-opportunity employer committed to employment equity and inclusion. We accept applications from all qualified individuals.