IT Helpdesk job – DIGITECH – Miami, FL

Under general supervision, provide technical software, hardware, and network problem resolution to all Glidewell Laboratories computer users by performing question/problem diagnosis and guiding users through step-by-step solutions in a professional manner. Clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; troubleshoot network problems; escalate more complex end-user problems to appropriate support teams; conduct hardware and software inventory maintenance and reporting; and perform related work as required.

Job Responsibilities

  • Identifies, diagnoses, and resolves Level 1 problems for end-users, including all Digital Manufacturing Production PCs and Company Computers within the Glidewell Laboratories family.
  • Creates and takes ownership of assigned CRM Tickets; ensures completeness of tickets by checking that all necessary and related information is present.
  • Communicates resolutions to end-users and closed CRM Tickets in professional manner through emails or phone calls.
  • Provides one-on-one end-user problem resolution over the phone and in person at the desktop level.
  • Delivers, tags, set ups, and assists in the configuration of end-user PC desktop hardware, software and peripherals.
  • Diagnoses and resolves end-user network or local problems, PC hardware problems, e-mail, Internet, VPN, and local-area network access problems.
  • Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements.
  • Performs desktop hardware repair for PC computer equipment and peripherals that are not covered by third-party vendor maintenance agreements.
  • Helps install local area network cabling systems and equipment such as network interface cards, hubs and switches; terminates and punches down data cables.
  • Assists with creating knowledgebase entries and documents for end-user frequently asked questions (FAQs).
  • Diagnoses, analyzes, and determines if problem/question needs to be escalated to the proper IT support teams: Systems, Apps Support, or Developers.
  • Reports all urgent problems to your immediate Supervisor or IT manager. No problems should be kept lingering. Job Requirements


  • High School Diploma or GED.
  • Ability to keyboard 30-35 wpm accurately.
  • Proficient knowledge of general office procedures.
  • Proficient in English verbal communication skills, including professional telephone manner.
  • Ability to make administrative/procedural decisions and judgments.
  • Reliability, dependability and flexibility.
  • Multi-task oriented.
  • Problem solving abilities.
  • Time management skills.


Job Type: Full-time

Required education:

  • High school or equivalent

9 reviews

DigiTech is an American company that manufactures digital guitar effects.

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A Computer Programmer whose articles got mentions from the likes of The New York Times, Kissmetrics and AllTopStories. He writes articles, novels and poems; spends most of his time reading everything he could get his hands on. He is currently pursuing his Masters from The University of Illinois and holds a Bachelors in Electronics Engineering from the University of California. He is a programmer, a motivational writer and speaker.

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