Congruex
Join to apply for the
Desktop Support Technician
role at
Congruex Job Location: Jacksonville, FL — Onsite/Remote as needed. Employment Type: Full-time. Seniority level: Entry level. Overview
The Service Desk Technician provides frontline and remote technical support to end-users, handling a mix of hardware, software, and network issues with a focus on strong customer service. The role supports executive/Sr. leadership IT needs, diagnoses and resolves problems, escalates complex issues, and communicates clearly with end-users. The position also manages service requests, documents resolutions, and contributes to ongoing service desk process improvements. Key Responsibilities
Respond to user requests via email, phone, customer portal, and in person Create, manage, and work on all ticket requests in the JIRA IT ticket management system Resolve level 1 and some level 2 IT issues; escalate unresolved issues to senior IT staff Coordinate and follow up on all tickets across all levels of support Provide detailed information regarding solutions for serviced tickets Add resolutions of recurring issues to the IT knowledge base Install, maintain, and troubleshoot software and application issues Support Microsoft Windows 10/11, Office 365, Adobe, Autodesk AutoCAD, web browsers, and other applicable applications Install, repair, and replace desktops, laptops, mobile devices, printers, VOIP phones, scanners, and copiers Create, deploy, and manage desktop/laptop images Provide basic networking and authentication support (domain/app login) Coordinate creation and management of new user accounts Inventory hardware and software; perform annual physical inventory and weekly software inventory Maintain asset records in the CMDB Assist with special projects and adapt to location needs (onsite vs. remote); travel between locations (
Required Skills & Qualifications
General
High school diploma or GED Ability to work in a fast-paced, changing environment; deadline-driven, self-motivated, technically savvy Excellent verbal and written communication; strong time-management and attention to detail Flexibility and adaptability to changes in schedule and priorities Strong customer service orientation with focus on “White Glove Service” Technical
Working knowledge of hardware (desktops, laptops, mobile devices, printers, copiers, VOIP) General networking knowledge (TCP/IP, DNS, WINS) MacOS and Linux/Unix experience (preferred) Android and iOS experience (preferred) MS Office, Adobe products, AutoCAD, QuickBooks, and web applications Experience with malware/virus removal (preferred) Desired Qualifications
Bachelor’s degree in Science, Technology, Engineering, or Mathematics (preferred) ITIL training (preferred) All requirements subject to modification to accommodate individuals with disabilities. This job description does not create a contract of employment; all employment is at-will. Company Profile
Congruex is a multinational organization that designs, builds, and maintains broadband networks. We support major service providers with end-to-end solutions across the United States, emphasizing quality, efficiency, and teamwork as One Congruex.
#J-18808-Ljbffr
Desktop Support Technician
role at
Congruex Job Location: Jacksonville, FL — Onsite/Remote as needed. Employment Type: Full-time. Seniority level: Entry level. Overview
The Service Desk Technician provides frontline and remote technical support to end-users, handling a mix of hardware, software, and network issues with a focus on strong customer service. The role supports executive/Sr. leadership IT needs, diagnoses and resolves problems, escalates complex issues, and communicates clearly with end-users. The position also manages service requests, documents resolutions, and contributes to ongoing service desk process improvements. Key Responsibilities
Respond to user requests via email, phone, customer portal, and in person Create, manage, and work on all ticket requests in the JIRA IT ticket management system Resolve level 1 and some level 2 IT issues; escalate unresolved issues to senior IT staff Coordinate and follow up on all tickets across all levels of support Provide detailed information regarding solutions for serviced tickets Add resolutions of recurring issues to the IT knowledge base Install, maintain, and troubleshoot software and application issues Support Microsoft Windows 10/11, Office 365, Adobe, Autodesk AutoCAD, web browsers, and other applicable applications Install, repair, and replace desktops, laptops, mobile devices, printers, VOIP phones, scanners, and copiers Create, deploy, and manage desktop/laptop images Provide basic networking and authentication support (domain/app login) Coordinate creation and management of new user accounts Inventory hardware and software; perform annual physical inventory and weekly software inventory Maintain asset records in the CMDB Assist with special projects and adapt to location needs (onsite vs. remote); travel between locations (
Required Skills & Qualifications
General
High school diploma or GED Ability to work in a fast-paced, changing environment; deadline-driven, self-motivated, technically savvy Excellent verbal and written communication; strong time-management and attention to detail Flexibility and adaptability to changes in schedule and priorities Strong customer service orientation with focus on “White Glove Service” Technical
Working knowledge of hardware (desktops, laptops, mobile devices, printers, copiers, VOIP) General networking knowledge (TCP/IP, DNS, WINS) MacOS and Linux/Unix experience (preferred) Android and iOS experience (preferred) MS Office, Adobe products, AutoCAD, QuickBooks, and web applications Experience with malware/virus removal (preferred) Desired Qualifications
Bachelor’s degree in Science, Technology, Engineering, or Mathematics (preferred) ITIL training (preferred) All requirements subject to modification to accommodate individuals with disabilities. This job description does not create a contract of employment; all employment is at-will. Company Profile
Congruex is a multinational organization that designs, builds, and maintains broadband networks. We support major service providers with end-to-end solutions across the United States, emphasizing quality, efficiency, and teamwork as One Congruex.
#J-18808-Ljbffr