Service Desk Technician

ABOUT US

Founded in 1945, Brown Jordan has built our long reputation for producing luxurious outdoor products that look beautiful and last a lifetime by adhering to three simple principles: innovative design, durable materials, and unrivaled manufacturing prowess. Here, skilled artisans use the world’s most advanced materials and manufacturing techniques, along with an abundance of handcrafted details to create each seamless, flawless piece. Recognized with over 50 design excellence awards, Brown Jordan graces locations from the Hotel Ritz in Paris, the Breakers Hotel in Palm Beach and the Smithsonian National Museums, not to mention private terraces, pool decks, cabanas, and sunny living rooms worldwide.

POSITION SUMMARY:

The Service Desk Technician serves as the primary point of contact for desktop, application, and basic infrastructure support, ensuring timely resolution of technical issues while delivering an exceptional customer experience. The ideal candidate is a strong troubleshooter with experience supporting Windows and Mac environments, comfortable working in a fast-paced environment, and capable of communicating technical concepts clearly to Spanish- and English-speaking users.

PRIMARY RESPONSIBILITIES

End-User Support

• Provide first- and second-level technical support to onsite and remote users in both English and Spanish
• Respond to, prioritize, troubleshoot, and resolve support requests via ticketing system, phone, email, chat, and in-person support
• Set clear expectations and maintain proactive communication with users
• Escalate complex or critical issues to appropriate internal teams or external partners

Endpoint & Account Administration

• Provision and manage user accounts in Active Directory, Microsoft 365, and enterprise applications
• Set up and configure workstations, laptops (Windows and Mac), mobile devices, and peripherals
• Perform OS imaging, deployment, and device lifecycle management
• Support email administration, mailbox troubleshooting, mail flow rules, and non-delivery diagnostics

System & Security Support

• Monitor and respond to system alerts (disk capacity, malware, patch failures, etc.)
• Perform malware remediation and endpoint security troubleshooting
• Investigate and resolve issues related to antivirus agents, patch management, and system processes
• Troubleshoot printing, Wi-Fi, IP telephony, and network connectivity issues

Operations & Collaboration

• Maintain accurate ticket documentation and knowledge base articles
• Participate in on-call rotation as required
• Support IT projects, system upgrades, and office technology deployments
• Coordinate with outsourced IT partners for advanced troubleshooting or implementations

REQUIRED EXPERIENCE/EDUCATION:

• 2–4 years of experience in Help Desk, Desktop Support, or Service Desk roles
• Bilingual proficiency in English and Spanish (spoken and written)
• AI-literate and comfortable leveraging AI-enabled tools to improve troubleshooting efficiency, documentation quality, knowledge retrieval, and overall service delivery
• Experience supporting Windows and macOS in a domain environment
• Working knowledge of Active Directory, Microsoft 365, Exchange Online, DNS, and Group Policy
• Familiarity with networking fundamentals (DHCP, Wi-Fi, DNS, RADIUS, TCP/IP)
• Experience with endpoint imaging and device deployment
• Strong troubleshooting skills with the ability to manage multiple concurrent issues
• Excellent customer service and communication skills

PREFERRED EXPERIENCE:

• CompTIA A+, Network+, or Microsoft certifications
• Experience supporting video conferencing and AV equipment
• Exposure to endpoint management tools (Intune, JAMF, kandji, SCCM, etc.)
• Associate’s or Bachelor’s degree in Information Technology or related field

Job Type: Full-time

Pay: $34.00 - $36.00 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Vision insurance

Work Location: In person