Desktop Support Specialist / Information Systems / PRN
On-siteNorth Carolina, United States
Job Summary
Act as the primary contact for the IT Service Help Desk, documenting requests and issues in the ticketing system while maintaining excellent customer service. Assess, install, configure, test, maintain, and troubleshoot end-user devices and related hardware using remote tools or on-site presence as needed. Serve as a trainer and escalation point for End User Support Specialists before escalating to Tier III Support, leading peer resources on assigned tasks to ensure successful completion. Strive to ensure a positive customer service experience in all interactions. This role requires an Associate degree or equivalent with five years in IT technical support, including two years of hands-on experience supporting PCs, thin clients, laptops, and various peripheral devices.
Required Qualifications
- Associate degree in Computer Science
- High School diploma/equivalent with five years in IT technical support or service desk
- Must obtain an IT support certification (e.g., CompTIA A+, HDI-CSR, Google GITSPC, ETA CNCT, or Apple ACMT) within twelve months of employment
- Two years of hands-on experience supporting hardware such as PCs, thin clients, laptops, tablets, handhelds, printers, phones, and various peripheral devices
- Experience in software troubleshooting, including Windows Operating Systems and MS Office 365
- General technical understanding of network hardware, topologies, and protocols
Desired Qualifications
- Bachelor's degree in a computer related field
- CompTIA A+ or Network+ Certification
- Experience in customer service roles, particularly within large healthcare environments
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