Desktop Support Specialist

Overview

Provide technical support, troubleshoot, and maintain workstations and LAN for users.

Key Responsibilities

• tech support
• hardware troubleshoot
• software patching
• ticket management
• user imaging
• vendor coordination

Tasks

-Provide comprehensive technical assistance to end users and ensure the reliable operation of workstation devices, software, and related infrastructure throughout the organization -Collaborate closely with external vendor support teams to resolve advanced or specialized issues, and coordinating escalations while maintaining clear communication with end users -Provide hands-on support by researching and answering user questions, troubleshooting hardware and software problems, and maintaining consistent workstation and LAN performance -Ensure that desktop computers integrate seamlessly with enterprise systems such as file servers, email platforms, network printers, conferencing tools, and other administrative or business applications -Troubleshoot routine network issues, software errors, and printing problems, and assist with routine maintenance activities such as patching, antivirus updates, and system configuration changes -Maintain detailed and accurate documentation of all tickets, troubleshooting steps, and resolutions within the Helpdesk ticketing system, as well as update and reconcile hardware and software inventory as equipment is deployed, moved, or decommissioned -Manage multiple tickets, prioritize tasks effectively, and maintain a high standard of service -Support both in-house and remote staff by responding to helpdesk tickets, diagnosing issues, and delivering prompt, customer-focused resolutions -Build and configure new user setups, including imaging PCs, installing approved software, setting up phones and peripherals, and ensuring user accounts and permissions are properly established

Requirements

• troubleshooting
• ticketing
• remote access
• office365
• wireless
• communication

What You Bring

-Minimum 3 years’ experience demonstrating troubleshooting skills with the ability to diagnosis and correct computer software, firmware, hardware problems -Minimum 1 years’ experience keeping accurate records of transactions in professional inventory and Helpdesk ticketing systems -Minimum 3 years’ experience demonstrating clear understanding of remote access tools to assist users in a telework multi-network environment -Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc. -Minimum 3 years’ experience in Microsoft Office365 products -Excellent communication skills are essential, as the technician must explain technical concepts clearly and professionally to users at all skill levels -Minimum 3 years’ experience diagnosising and correcting wireless network issues -Minimum 3 years’ experience demonstrating good interpersonal skills in a high-volume Helpdesk maintaining professional demeanor -Minimum 1 years’ experience with the physically setup and move computer and peripheral equipment -Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor -Minimum 3 years’ experience diagnosising and correcting smartphone phone problems -Minimum 3 years’ experience assisting users with audio visual equipment, Zoom and Team issues

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About Cai

-Applies expertise in IT services and consulting to modernize legacy systems and secure infrastructure. -Portfolio includes application development, managed services, AI-driven data analytics, and cybersecurity. -Typically handles public-sector digital transformation and commercial IT modernization efforts. -Recognized as a top employer and leader in application modernization services.

Sector Specialisms