Desktop Support Specialist

Desktop Support Specialist I (DSS I)

Our managed services business needs a Desktop Support Specialist I (DSS I) to join our staff. Desktop support specialists provide an excellent end‑user experience by troubleshooting software, hardware, and peripherals. They configure systems according to company policies, follow strict privacy regulations, diagnose problems, and ensure resolution.

• 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.
• Assist individuals with computer hardware, software, or network problems by walking them through potential solutions.
• Train users in the use of computer hardware and software, including printers, email programs, and various software applications.
• Track pending and completed computer help‑desk requests to monitor performance and overall health.
• Answer inbound phone calls and respond to voicemails.
• Answer inbound chats.
• Maintain satisfactory quality assurance scores.
• Assist other teams with overflow work.

Education and certifications:

• CompTIA A+ certification (Preferred).
• Microsoft Certified Solutions Associate (MCSA) and Technology Associate (MTA) certifications (Preferred).

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:

• Support for computer hardware (CPU, monitors, hard drives, printers).
• Support for computer software (backup and data recovery, desktop communications, operating system, and configuration management software).
• Problem solving – diagnose specific computer and network problems.
• Interpersonal – handle difficult problems and walk people patiently through solutions.
• Listening – diagnose issues by listening to user accounts.
• Speaking – explain computer problems to non‑technical people.
• Writing – keep records, write reports, and possibly create instructional manuals.

Physical requirements:

• Ability to work in an office environment.
• Ability to sit for long periods of time.
• Ability to use a keyboard and mouse.
• Ability to work in front of a computer screen for long periods of time.

Additional requirements: Successful completion of a fingerprint background investigation.

Hours: First Shift (7:00 am - 3:30 pm EST)

Location: Onsite, max distance of 40 miles to Sharonville, Ohio.

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.