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Desktop Support Specialist
Cushman & Wakefield
Providing technical support and assistance for audio-visual equipment, web conferencing, PCs, VoIP, and mobile devices, as well as onboarding/offboarding and data closet management.
21d ago
$52,275 - $61,500
Junior (1-3 years), Intermediate (4-7 years)
Full Time
Tampa, FL
Office Full-Time
Company Size
52,000 Employees
Service Specialisms
Advisory & Transaction Services
Capital Markets
Corporate Solutions
Facilities Management
Global Occupier Services
Investment Management
Project & Development Services
Valuation & Advisory
Sector Specialisms
Industrial
Logistics
Public Sector
Rail
Healthcare
Hospitality
Office
Investor
Role
What you would be doing
ticket management
data closet
break-fix
software support
root cause
trend analysis
- Provide proper ticket management to ensure requests are updated and resolved in a timely manner.
- Provide accurate and clear resolution documentation within the incident ticket.
- Ensure incident ticket quality standards are met to facilitate escalation to Tier 3 and can be used for queries by end users concerning the status of Incidents, Service Requests, and Changes (RFC).
- Complete in-house training on new technologies, services, processes, and policies as they are released.
- Facilitation of onboarding and off-boarding.
- Training end-users and assisting with deployment of new technology.
- Assist with trend and root cause analysis.
- Support projects as required for supported sites.
- Assist remote support staff when additional resources are required.
- Engage with Project Leads and Engineering Team during scheduled projects including office moves, Infrastructure Refreshes and Software Updates.
- Participate in creation and updates of ServiceNow knowledge articles detailing troubleshooting processes and procedures.
- Maintain established service level agreements to meet customer expectations and quality standards.
- Manage data closet technology to agreed global standards.
- Escalation of incidents to 3rd line support per guidelines established to support Service Level Agreements.
- Responsible for 2nd level point of escalation from Service Desk.
- Ensure onboarding, off-boarding, and asset management processes are followed.
- Provide break-fix support for local and remote offices.
- Perform support functions including setup of peripheral equipment, software installations, and configurations, wireless and LAN configurations, and resolve access issues and other incidents as required.
- Resolve incidents with software applications, network, and hardware and take appropriate actions to resolve issues while ensuring data/system integrity.
- Web Conferencing setup and monitoring for VIP executives.
- Perform coverage within an office or regional market.
- Proactively identify and communicate problem trends found as part of incident resolution.
- Support and facilitate activities specific to change. Roles could be as a requestor or implementer.
- Smart Hands support: working with various SMEs, Engineering Teams, Vendors to provide onsite and in the moment, troubleshooting and hands on application of technical procedures.
- Conduct information sessions aimed to promote end user adoption of technology products and services.
- Providing documented input to keep knowledge-based articles and procedural documentation up to date.
- Provide proper ticket and incident management.
- Educate end-users on problem resolutions to minimize repeat requests and provide timely follow-up.
- Provide after hours or weekend support during scheduled maintenance or emergencies.
- Participate in or provide feedback to project testing stages.
- Responsible conference room technology health checks, technical support, and training.
- Attend mandatory change management training sessions.
- Working with various SMEs, engineering teams, vendors to provide onsite and in the moment, troubleshooting and hands on application of technical procedures.
- Provide proper ticket management to ensure incidents are up to date and resolved promptly to meet the defined Service Level Agreements.
What you bring
itil
windows
azure
ms office
active directory
problem solving
- Knowledge of enterprise ticketing systems (Service Now, or similar is a plus).
- Mac experience is a plus.
- 3+ years of technical experience in a corporate environment (multi-state,10,000+ employee base corporate environment is preferred).
- Knowledge of IT processes, general controls, project management, and system development life cycles.
- Mobile phone/device support (IOS & Android).
- Strong analytical and problem-solving skills.
- Strong interpersonal skills required to interact with end user clients and team members across the organization.
- Active Directory, Intune and Azure fundamentals.
- Customer service, including written and verbal communication.
- ITIL Foundation certification or knowledge is a plus.
- Bachelor's degree or equivalent experience; related computing field preferred.
- Familiar with remote support tools.
- White Glove support for company executives.
- Excellent Soft Skills including:
- PC break fix support for the business within market.
- Audio Visual equipment within the office space.
- Proficient with Windows OS.
- Ability to work independently and as part of a team.
- Understand the change management process and follow the process and procedures associated.
- Proficient with MS Office 365, including MS Teams.
- Industry-related technical certificates are a plus or any similar combination of education and experience.
- VoIP (MS Teams) support.
- Time management skills, to balance and prioritize work.
- Tech/Genius Bar support (when applicable).
- Daily work routines
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- yes, cushman & wakefield does perform background checks as part of the hiring process.
Company
Overview
Founded in 1917
Year of establishment
The company was established in 1917, marking over a century of operation in the commercial real-estate services sector.
$9.5B in Revenue
Annual revenue generated in 2023
In 2023, the company generated over $9.5 billion in revenue, reflecting its significant presence in the global market.
$191B in Deals
Total transaction volume in 2023
The company facilitated over $191 billion in deals in 2023, showcasing its substantial influence in the real-estate market.
4.3B sq ft Managed
Global commercial space managed
The company manages over 4.3 billion square feet of commercial space worldwide, highlighting its extensive portfolio.
- With operations across ~400 offices in 60+ countries, it bridges global scale with deep local market insight.
- Typical projects range from agency leasing and capital-markets advisory to project development and integrated facilities management.
- The firm specializes across sectors including data centers, industrial/logistics, life sciences, retail, government, and healthcare.
- A standout fact: it advises marquee assets like ports, rail hubs, and sports venues.
- Driven – We celebrate determination. Our intrinsic motivation, proactiveness, and service attitude outperform expectations for our colleagues, clients, and communities.
- Resilient – We tackle challenges with grit. We navigate uncertainty with courage and adapt to deliver impactful outcomes.
- Inclusive – We value curiosity and collaboration. We seek out different perspectives, listen actively and turn feedback into solutions.
- Visionary – We foster forward thinking. Our continuous quest for improvement is guided by our desire to design a better future for our colleagues, clients and communities.
- Entrepreneurial – We act like owners. We are resourceful, creative, and agile, and we balance competing needs to create impactful solutions for the real estate industry.
43% Drop
Emissions Reduction
Achieved a significant reduction in total Scope 1 & 2 emissions since 2019.
68% Reduction
Office Emissions Efficiency
Improved energy efficiency in offices, reducing emissions per thousand sq ft since 2019.
50% Target
GHG Emission Reduction
Committed to reducing absolute Scope 1 and 2 market-based GHG emissions by 2030.
100% Renewable
Corporate Electricity
Aiming to source all electricity for corporate offices from renewable sources by 2030.
- Science-based targets approved by SBTi to reach net zero emissions across the entire value chain by 2050.
- Partnering with clients to set science-based targets by 2025.
- 52% reduction in entire value chain emissions since 2019.
- Electrify vehicle fleet globally by 2035.
- Waste reduction and recycling programs implemented globally by end-2024.
- Single-use plastics eliminated from offices by end-2025.
1,400 Veterans Hired
Military & Veteran Program
The program has successfully integrated over 1,400 veterans into the workforce as part of its commitment to supporting military talent.
1,400+ Veterans
Veteran Employment Initiative
Over 1,400 veterans have been hired through the company's dedicated Military & Veteran Program, reflecting its strong commitment to military talent.
- Nine Employee Resource Groups active (e.g., Women’s Integrated Network, LGBTQ+ Integrated Network, Veterans, Parents & Caregivers Together).
- Employee Resource Groups contribute to measurable inclusion via professional development, community engagement, recruitment and cultural observances.
- Aiming to elevate women's representation—no specific percentage disclosed.
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