Service Desk Analyst II at United Data Technologies – Miramar, Florida

UDT is a leading technology enabler, dedicated to empowering businesses across major industries with innovative solutions. We specialize in evaluating, architecting, securing, and managing technology—whether it's on the go, in the rack, or in the cloud. Our comprehensive offerings include technical, professional, cybersecurity, and managed services, ensuring that our clients are equipped with the tools and expertise needed to thrive in today's fast-paced digital landscape.

This is a full-time on-site position; located in Miramar, Florida.

Service Desk Analyst II

The Service Desk Technician is responsible for handling level two support of service requests. This relates to all technology, which includes workstations, servers, printers, networks, and vendor specific hardware and software.

Accountabilities and Responsibilities:

Education/Experience:

• Bachelor’s degree or equivalent combination of education and experience in Information Technology, Computer Science or related field.
• 5+ years of hands on/phone support work experience in a technical support role with customer service skills in a fast paced and dynamic environment.
• Troubleshooting skills with 5+ years of experience in a Windows-based environment(s) and 2+ years of experience with Macs.
• 5+ years of working knowledge and diagnosis skills of Hardware/Software such as: Laptops and Desktops Computer Networking, Network Printers, Scanners, Ethernet, LAN/WAN, AD, DNS, Microsoft Office Applications, Citrix, AWS, AZURE, VMWare, Internet Protocols, Wireless Networking Protocols, Ticketing Systems, and VoIP Phone system.
• Professional IT Certifications, such as: Certifications in MSCA, MSCE, Citrix CCEA or CCIA, Azure Administrator and VMWare VCP.

Knowledge, Skills, & Abilities:

• Advanced understanding of operating systems, business applications, printing systems, and network systems.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Diagnosis skills of technical issues
• Ability to multi-task and adapt to changes quickly
• Ability to work in a team and communicate effectively.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work in a fast-moving environment
• Although this position is based out of UDT’s HQ office or Remote, travel may be required.
• This position is a rotational role where the candidate may be either doing phone support at UDT’s headquarters, remote or be dispatched onsite at our Managed Services customers in South Florida.
• Strong verbal and written communication skills in the English language with Bilingual (Spanish or Portuguese) preferred.
• This position is rotational and may require schedule flexibility.

Work Environment & Schedule

Daily onsite at designated customer location

What UDT offers you

Join us and be part of an inclusive, energizing, and collaborative environment. UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status