Desktop Support Specialist

Job ID Number

R5171

Employment Type

Full time

Worksite Flexibility

Onsite

Job Summary

We are looking for a motivated Desktop Support Specialist ready to take us to the next level! If you have basic hardware and software troubleshooting skills, and are looking for your next career move, apply now.

Job Description

We are looking for a Desktop Support Specialist to provide level one technical support. This position will be full-time contract and onsite. The successful candidate will work an 8 AM – 4 PM EST, Monday – Friday. 

What You’ll Do

• Interact via telephone, e-mail and one on one with customers to perform diagnostics and resolve technical problems

• Has knowledge and experience of commonly used concepts, practices, and procedures within the IT support industry (ITIL, MOF, HDI best practices)

• Properly escalate unresolved issues to the next level of support with strong supporting documentation

• Keep peers and management informed of trends, significant problems, and unexpected delays

• Utilize excellent customer service skills and exceed customers’ expectations

• Ensure proper recording, documentation, and closure of all records

• Recommend procedure modifications or improvements

• Preserve and grow your knowledge of technical procedures, products, and services

• Demonstrated advanced knowledge of supported customer-specific applications and hardware

• Know and meet the account/team Service Level Agreements/Objectives and understand their effect on the business and help ensure team SLA/O’s are met

• Understanding the scope and terms of the customer(s) contract

• Ensure technical support training is provided in a timely manner

• Assist in evaluating and ensuring timely implementation of new tools and processes

• Ability to anticipate, plan, and prioritize for varying workload levels

• Ability to work independently without supervision

What You'll Need

Required:

• 3-5 years’ experience in a Service Desk or technical support role

• 1+ years’ of customer service experience in a professional industry

• Strong troubleshooting and documentation skills

• Active Directory Experience

• Desktop and Laptop hardware support experience

• Proficient knowledge of Microsoft Desktop Operating Systems

• Basic MDM Administration (Chrome, Clever, JAMF, Intune)

• Excellent customer service skills

• Strong attention to detail and strong communication skills (both written and oral)

• Detail oriented

Preferred:

• Degree in Information Systems, Computer Science (Preferred) or equivalent experience

• Experience with network printers

• A+ Certification or other relevant certifications

• Basic MDM Administration (Chrome, Clever, Jamf, Intune) 

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

• While performing the duties of this job, the employee is exposed to a normal office environment

• Some travel may be required for training/meetings 

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to [email protected] or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

CAI is committed to equal employment opportunity. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability, or veteran status. All employment decisions are based on valid job requirements, including hiring, promotion, and compensation. Harassment and retaliation are prohibited.