[Hiring] End User Support Specialist @DMI

Role Description

DMI, LLC is seeking an End User Support Specialist 1 to join us. 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. They also help with data back-up duties in case of data corruption.

• 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 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.
• Keep track of pending and completed computer help-desk requests to monitor the performance of a company’s product 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.

Qualifications

• Associate degree or better in Information Technology or Computer Science.
• CompTIA A+ certification - 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 - for entry-level IT professionals and indicates that an individual possesses fundamental knowledge of specific Microsoft products.
• Individuals may pursue Microsoft Office Specialist (MOS) certifications in one or more Microsoft Office products.

Requirements

• Cisco’s Certified Entry Networking Technician (CCENT) and Certified Technician (CCT) – Certifications that validate a candidate’s ability to install, manage, protect and troubleshoot small branch networks.
• 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.
• Must be able to complete a required fingerprint background investigation successfully.

Physical Requirements

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

Citizenship Status Required

• Must be a U.S. Citizen.

Location

• Remote, US

Work Arrangement

• Must be local to MD.

Benefits

• Convenience/Concierge – Virtual health visits, commuter perks, pet insurance, and entertainment discounts that make life easier.
• Development – Annual performance reviews, tuition assistance, and internal career growth opportunities to help you thrive.
• Financial – Generous 401(k) matches, life and disability insurance, and financial wellness tools to support your future.
• Recognition – Annual awards, service anniversaries, referral bonuses, and peer-to-peer shoutouts that spotlight your achievements.
• Wellness – Healthcare coverage, wellness programs, flu shots, and biometric screenings to support your health.