The Graham Companies is privately owned with 90 years of experience positively impacting the South Florida community. Best known for the creation and development of Miami Lakes, a 3,000-acre master-planned community, the family-owned and operated company maintains being the largest landowner in the Town of Miami Lakes through apartment, office, industrial, retail, and hospitality holdings. Keeping to our roots, The Graham Companies continues to be involved in the agriculture business with dairy, beef, and pecan orchard farming located in Moore Haven, Florida, and Southwest Georgia.

Are you a tech enthusiast with a knack for problem-solving and a passion for providing exceptional customer support? Join our dynamic IT Team as a Service Desk Technician! In this role, you'll be at the forefront of ensuring smooth and efficient technology operations for our organization. You'll use your technical expertise and interpersonal skills to resolve a variety of IT issues, support end-users, and contribute to a collaborative team environment. If you're ready to take on new challenges and help drive technological excellence, we want to hear from you!

This role involves a combination of technical expertise, customer service skills, and the ability to work efficiently under pressure. The ideal candidate will be adept at diagnosing and resolving technical issues while maintaining strong interpersonal relationships within the organization.

In this role, you will...

Run Diagnostics

• Use diagnostic programs to isolate problems.
• Apply diagnostic utilities to aid in troubleshooting.

Determine and Implement Solutions

• Research answers and identify problems.
• Guide clients through corrective steps.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Test fixes to ensure the problem has been adequately resolved.

Maintain Performance

• Maintain workstation and LAN performance.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Document Interactions
• Document customer interactions.
• Follow up with customers to ensure issues are resolved.
• Record, track, and document the help desk request, problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution using the Graham IT helpdesk ticketing system.
• Develop help sheets and frequently asked questions lists for end users.
• Maintains integrity of all equipment, software and electronic communications.

Escalate Issues

• Escalate issues to the next tier with the next level of difficulty.
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.

Support Users

• Offer information and support to users.
• Maintain relationships with different employees and departments.
• Perform post-resolution follow-ups to help requests.

Hardware and Software Management

• Install and configure hardware and software.
• Repair or replace damaged hardware.
• Perform laptop and desktop build-out.

Field Help Requests

• Field incoming help requests from end users via both telephone and e-mail in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit problem details from help desk customers.

Requirements and Qualifications...

• Requires a two (2) year degree from an accredited trade, technical college or university with major coursework in computer science or closely related field. (One year of relevant experience may be substituted for each year of required education)
• Requires two (2) years in supporting users and analyzing and troubleshooting computer systems or closely related experience
• Possess and maintain a valid Florida Class E Driver’s License
• Must be willing to drive to various office buildings located in Miami Lakes.
• Must be willing to periodically be on-call after hours which rotates other IT staff.
• Bachelor’s degree in computer science or closely related field preferred

Knowledge, Skills and Abilities:

• In-depth knowledge of computer systems and mobile devices.
• Hands-on experience with diagnosing and resolving basic technical issues.
• Strong understanding of operating systems, software, and devices.
• Familiarity with cloud computing.
• Knowledge of network administration.
• Good understanding of the organization’s goals and objectives.
• Ability to conduct research into a wide range of computing issues as required.
• Knowledge of performing preventative maintenance.
• Strong documentation skills.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Patience.
• Excellent communication skills, written and verbal.
• Highly self-motivated and directed.
• Keen attention to detail.
• Bi-lingual (English/Spanish) a plus.
• Must be able to interact and communicate with individuals at all levels of the company.

Software Knowledge

• Network (basic) required
• Microsoft Active Directory required
• Microsoft Windows 95, 10 & 11 required
• Windows Domain Controller (AD) required
• Office 365 required
• Apple OS (iPad, MacBook) preferred
• PowerShell preferred
• Remote Software (ie. Quick Assist, Logmein) preferred
• End-Point-Security (i.e. Defender) preferred
• Ticketing System (Web Bases) preferred

Hours and Location

• Hours 8:30am to 5:30pm
• This role will be an office-based position in Miami Lakes, Florida.

Benefits

• Medical, dental and vision insurance
• Company paid life and disability coverage
• 401k plan with 50% match on the first 4% employee contribution
• Employer funded Pension Plan