Job Purpose

The Desktop Support Analyst role is an associate-level position that ensures proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. This is a 6-month project that requires working onsite in Doral, Florida.

Duties and Responsibilities

Provide General IT end-user support including:

• Field incoming help requests from end users via both telephone and work orders in a courteous manner
• Build rapport and elicit problem details from help desk customers
• Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician/supervisor
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
• Apply diagnostic utilities to aid in troubleshooting
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Identify and learn appropriate software and hardware used and supported by the organization
• Perform hands-on fixes, when appropriate, at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
• Test fixes to ensure problem has been adequately resolved
• Perform post-resolution follow-ups to help requests
• Develop help sheets and knowledge base articles for end users
• Perform related duties consistent with the scope and intent of the position
• Other duties as assigned Required Skills/Abilities

Qualifications

Experience/Education - Required

• 3-5 years' experience in a technical support role
• CompTIA A Certification preferred

Technical Skills - Required

• Active Directory Experience; managing users and groups, permissions, etc.
• Outlook and Exchange Server experience
• Printer support; including adding to network and resolving connectivity issues
• Knowledge of SCCM; troubleshoot software center and push software
• Basic desktop support experience including PC imaging
• Hands-on troubleshooting experience with Microsoft Office Product Suite including Excel
• Desktop and Laptop hardware support experience
• Understanding of LAN/WAN technologies and protocols
• Ticketing system experience, Service Now preferred
• Operating systems including Windows 10 support
• In-depth knowledge of computer hardware
• Strong troubleshooting and documentation skills

Other Requirements

• Must be available to work onsite in Doral, Florida
• Exceptional communication skills (written and oral)
• Exceptional interpersonal skills with a focus on rapport building, listening, and questioning skills
• Strong attention to detail and documentation skills
• Excellent work ethic
• Problem-solving skills
• Solution driven
• Detail oriented

Work Environment & Physical Requirements

• Spends the majority of the day in a stationary position
• Controlled climate office environment which would include own desk/cubicle space
• Operating a computer and communicating over the phone

CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion . We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise. Learn how CAI powers the possible at www.cai.io.

Reasonable Accommodation Statement: If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.ioor (888) 824 – 8111. This email is only intended for candidates who need an accommodation or assistance completing the application or interview process and will not be reviewed by CAI’s talent acquisition team. All interested applicants who do not need an accommodation or assistance completing the application must apply on CAI’s career portal for consideration https://www.cai.io/careers/career-portal/

EEO Statement: It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

Job Type: Contract

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person