Desktop Support Specialist

Desktop Support Specialist

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

We are looking for a motivated Desktop Support Specialist ready to take us to the next level! If you have help desk support experience, IT troubleshooting expertise, and experience working with ticketing systems and are looking for your next career move, apply now.

We are looking for a Desktop Support Specialist to provide first-line technical support for staff within a secure facility. The specialist will resolve help desk requests, troubleshoot issues from the network through the endpoint, and help improve day-to-day support operations. This position will be Full-Time and Onsite in Columbia, SC.

Only candidates with work authorization that does not require sponsorship now or in the future will be considered. Candidates must be local to Columbia, SC.

Serve as the first point of contact for help desk requests and participate in rotating call queue coverage

Troubleshoot and resolve technical issues across network, endpoint, application, and user access environments

Perform password resets and assist users with common hardware, software, and connectivity issues

Support staff across education, medical, and facility operations departments

Record, track, update, and resolve incidents and service requests using a ticketing system

Partner with the Help Desk Manager to capture operational knowledge and document existing processes

Create, maintain, and improve standard operating procedures (SOPs), workflows, and support documentation

Assist with cross-training initiatives to improve team knowledge sharing and service consistency

Identify opportunities to automate recurring support tasks and improve operational efficiency

Support endpoint management activities and related device administration

Maintain compliance with facility security requirements and operational procedures

Complete all required pre-employment screening and facility background clearance processes

Required:

• Bachelor's degree and 10+ years of relevant experience, or equivalent combination of education and experience
• Candidates with a High School Diploma must have 4 additional years of relevant experience in lieu of a Bachelor's degree
• Candidates with an Associate's degree must have 2 additional years of relevant experience in lieu of a Bachelor's degree
• 10+ years of experience using ticketing software in a help desk or technical support environment
• 10+ years of IT support, help desk, desktop support, or technical troubleshooting experience
• Experience troubleshooting issues from network infrastructure through endpoint devices
• Experience supporting end users with account access, password resets, hardware, software, and connectivity issues
• Experience documenting processes, procedures, and operational workflows
• Ability to pass required criminal history, drug screening, and credit background checks
• Strong written and verbal communication skills

Preferred:

• Experience with Power Shell scripting
• Experience with Microsoft Power Automate or Microsoft Power Platform solutions
• Experience developing AI-enabled workflows or automation solutions
• Endpoint management experience
• Microsoft Intune administration experience
• Microsoft MD-102 certification
• Experience supporting Microsoft-based enterprise environments
• Experience improving help desk processes and support operations through automation

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
• Must be able to communicate with customers/team members over the phone and in person
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise…