Desktop Support Specialist

Position: Desktop Support Specialist

Client: Department of Information Technology

Work Location: 100% remote but must live in Maryland

Interview Mode: Virtual

Work Authorization: U.S. Citizen

We are looking for a Desktop Support Specialist (DSS) to join us. Our managed services business needs a DSS to join our staff. DSS’s are expected to provide excellent end user experience, which includes resolving potential or actual technical issues. Their day consists of troubleshooting different software packages, hardware devices, and other peripherals. Additionally, desktop support specialists configure computer systems according to company policies. They must follow strict privacy regulations when it comes to handling sensitive data inside company drives. They help diagnose problems and follow up to ensure their resolution. Additional tasks include performing regular maintenance and updating operating systems while minimizing downtime and increasing productivity. They also help with data back-up duties in case of data corruption.

Responsibilities:

• Work with vendors to troubleshoot and resolve issues.
• Deliver support for reported problems with desktop computers, laptops, peripherals, and mobile devices.
• Install and configure desktop computer hardware, software and peripherals using standard procedures.
• Assisting individuals who have problems with computer hardware, software, or networks by asking them to describe the problem and walking customers through potential solutions.
• Train people in the use of computer hardware and software, including how to use printers, email programs, and various software applications.
• Keeping track of pending and completed computer help-desk requests to monitor the
• performance of a company’s product (for example, software or hardware), or the overall health of a company’s computer and network systems.
• Answer inbound phone calls and respond to voicemails.
• Answer inbound chats.
• Maintain satisfactory quality assurance scores.
• Assist other teams with overflow work.

Minimum Qualifications:

• 3+ years of help desk/desktop support experience
• Associate degree or better in Information Technology or Computer Science.
• CompTIA A+ Certification