Desktop Support Specialist

About DMI

DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.

Our managed services business needs a Desktop Support Specialist I (DSS I) to join our staff. Desktop support specialists are expected to provide an 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.

Roles and 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.

Education and Years of

Experience:

• CompTIA A+ certification – (Preferred) confirms entry‑level IT employees’ competence in basic network communications, installations, and maintenance of computer hardware.
• Microsoft’s Certified Solutions Associate (MCSA) and Technology Associate (MTA) certifications (Preferred) – for entry‑level IT professionals and indicates that an individual possesses fundamental knowledge of specific Microsoft products. In addition, individuals may pursue Microsoft Office Specialist (MOS) certifications in one or more Microsoft Office products.

Requirements:

• Regular and reliable attendance.
• Ability to work overtime to complete projects.
• Strong attention to detail and organizational skills.
• Multitasking skills and ability to keep up in a fast‑paced work environment.
• The ability to utilize critical thinking to complete tasks.
• Ability to be flexible in scheduling to meet business needs.

Desired Skills/

Experience:

• Supporting computer hardware – central processing units, monitors, hard drives, printers.
• Supporting computer software – backup and data recovery, desktop communications, operating system, and configuration management software.
• Problem solving – must be able to use information gleaned from help requests to diagnose specific computer and network problems and identify optimal solutions.
• Interpersonal – must skillfully handle difficult computer problems and walk people patiently through solutions.
• Listening – must be able to listen to people’s accounts of different computer and network system problems, diagnose the specific causes, and provide the necessary solutions.
• Speaking – must be able to not only understand, but also describe computer problems to non‑technical people so they can understand as well.
• Writing – must also keep records of the computer issues they have helped to resolve,…