Job Description
Job Role: Desktop Support Duration: 6+Months Location: BSI Miami , FL (Onsite) Rate: $20/hr on 1099 Key Responsibilities Act as the main liaison for production incidents (functional and technical) Perform L1 triage, user support, and initial troubleshooting Manage incidents end-to-end, including escalation to Development or vendors Create and track tickets in ServiceNow / Jira Maintain knowledge base documentation in Confluence Coordinate user-impact communications with Helpdesk and internal teams Support change and release activities from an operational perspective Improve escalation quality and reduce ticket misrouting Identify recurring issues and drive proactive improvements REQUIREMENTS 3-5 years of experience - Bilingual in English/Spanish (written & verbal) Experience in application or production support (preferably digital/web platforms) Strong troubleshooting and coordination skills across multiple teams Client-oriented communication (technical and non-technical) Familiarity with ServiceNow, Jira, Confluence - Understanding of incident management and escalation processes Structured, service-oriented, and accountable working style Proactive mindset with focus on continuous improvement Ability to leverage AI tools responsibly for analysis, communication, and efficiency Nice-to-Haves: Banking or financial services experience Knowledge of digital channels, authentication, or transaction support Exposure to change/release processes Experience with distributed teams Familiarity with AI-assisted support or knowledge management