Desktop Support Technician II
US-FL-Boca Raton
careers
Req #: 20301
Type: Regular Full-Time
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Overview: AmTrust Financial is seeking an EUS Analyst Level 1 to provide front-line technical support to end users across the organization. This role is responsible for resolving standard hardware, software, access, connectivity, and productivity issues while delivering a professional, responsive, and customer-focused support experience. The EUS Analyst Level 1 serves as one of the primary faces of IT to the business. This position requires strong communication, ownership, follow-through, documentation, and prioritization skills. The ideal candidate is dependable, detail-oriented, eager to learn, and committed to helping users return to productivity as quickly and effectively as possible. Responsibilities: Responsibilities * Provide Level 1 technical support for desktops, laptops, mobile devices, printers, peripherals, and standard business applications. * Respond to incidents and service requests through the ITSM platform, including proper ticket documentation, updates, categorization, prioritization, and resolution notes. * Troubleshoot and resolve common hardware, software, operating system, network connectivity, VPN, email, printing, and collaboration tool issues. * Provide support to users onsite, remotely, and by phone or virtual support tools as required. * Escalate complex, unresolved, or higher-risk issues to Level 2, engineering, infrastructure, security, application, or vendor support teams when appropriate. * Own the user experience from initial contact through resolution or proper handoff. * Communicate clearly and professionally with end users regarding status, next steps, delays, and expected resolution paths. * Assist with onboarding and offboarding activities, including device preparation, imaging, deployment, account validation, equipment recovery, and access coordination. * Install, configure, and support approved software, operating systems, endpoint tools, and productivity applications. * Support conference rooms, shared workspaces, office moves, desk setups, workstation configurations, and equipment deployments. * Maintain accurate documentation of support activity, troubleshooting steps, resolutions, knowledge articles, and repeatable procedures. * Assist with IT asset tracking, inventory validation, equipment movement, and lifecycle support. * Follow company security standards, data protection requirements, access control processes, and IT policies. * Identify recurring issues, process gaps, or user-impacting trends and raise them to leadership for review. * Participate in team meetings, training sessions, quality reviews, and continuous improvement activities. * Maintain a high level of professionalism, accountability, responsiveness, and customer service in all interactions. Qualifications: Qualifications * 1-3 years of experience in desktop support, help desk, service desk, field support, or related IT support role. * Working knowledge of Windows operating systems, Microsoft Office / Microsoft 365, Teams, Outlook, OneDrive, and common enterprise productivity tools. * Familiarity with ITSM or ticketing platforms such as ServiceNow, Halo, Jira Service Management, or similar systems. * Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and general connectivity troubleshooting. * Basic experience with user account support, password resets, access issues, and identity-related troubleshooting. * Strong customer service, communication, and interpersonal skills. * Ability to document work clearly and maintain accurate ticket records. * Ability to prioritize work, manage multiple requests, and operate in a fast-paced support environment. * Strong troubleshooting mindset with a willingness to ask questions, learn, and follow established escalation paths. * Dependable, professional, and accountable with strong follow-through. Preferred Qualifications * Associate degree, technical school training, or equivalent experience in Information Technology or a related field. * Experience with Active Directory, Azure AD / Entra ID, Microsoft Intune, SCCM, endpoint management, or device imaging tools. * Exposure to enterprise security tools, endpoint protection, MFA, VPN, and access management processes. * Experience supporting executives, office leadership, or high-touch business users. * CompTIA A+, Network+, Microsoft Fundamentals, ITIL Foundation, or similar entry-level certification preferred. * Experience supporting hybrid work environments and remote users. * Certifications such as CompTIA A+, Network+, Microsoft certifications, or similar * Experience with SCCM, Intune, or other endpoint management solutions * Basic networking knowledge (TCP/IP, DNS, DHCP, VPN) * Experience supporting remote users and hybrid environments * Knowledge of ITIL principles or service management frameworks * Executive Support Integration Updates * Provide support for executive leadership, executive offices, conference rooms, boardrooms, and executive technology events. * Perform executive meeting readiness checks and technology validation prior to leadership and board meetings. * Provide high-touch support for executive users with elevated communication, urgency, and professionalism. * Maintain confidentiality and discretion when supporting executive communications, devices, and meetings. * Occasional after-hours support may be required for executive events, major incidents, and business-critical activities. The expected salary range for this role is (USD $22.00 - USD $33.00 Hr.) Please note that the salary information shown above is a general guideline only. Salaries are based upon a wide range of factors considered in making the comensation decision, including, but not limited to, candidate skills, experience, education and training, the scope and responsibilities of the role, as well as market and business considerations. #LI-IT1 #LI-HYBRID #AmTrust
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