Desktop Support Specialist

2 weeks ago

West Sacramento, United States Digistream Investigations Full time $28 - $33
Job DescriptionJob Description



Desktop Support Specialist

Full-time, non-exempt

Office Location: West Sacramento, CA or remote

Pay: $28 to $33 per hour

Weekly Work Schedule: Monday-Friday, 5:30am – 2:30pm Pacific Time

About the Company:

DigiStream Investigations, a fast-growing, national private investigation firm, seeks a talented addition to our IT team in Sacramento, CA.

Hybrid role with onsite two days per week in the Sacramento area office. Remote possible for candidates outside the greater Sacramento region.

Position Summary:

We are seeking a to join the enterprise service desk team. This role is ideal for candidates passionate about technology and eager to learn. The successful candidate will provide exceptional customer service, assisting end users both in person and remotely. Using modern online support tools, they will help resolve technical issues related to applications, equipment, and services. The work will involve desktops, laptops, mobile devices, tablets, software, copiers, printers, and more. Additionally, there will be opportunities to assist with various projects and learn from experienced team members.

The Person:

You're a highly motivated team player with a strong technology background, problem solving mentality, excellent communication skills, ability to prioritize tasks, and can present information to all levels of an organization. Excellent teamwork skills and capable of working independently.

What You'll Do:

  • Monitor Help Desk and respond to Tier I/II support service requests using remote tools, in-person, phone, and chat.
  • Computer and device deployment, maintenance, and troubleshooting (imaging, updates, setup, communications)
  • Accurately prepare and maintain records associated with work performed, including work orders and support tickets.
  • Collaborate with different members of the IT Team to ensure all goals are met and that we are carrying out best practices.
  • Deploy and service Microsoft Office 365 and enterprise software packages.
  • Work with Microsoft Intune and Autopilot to track and manage all company endpoints, including laptops, desktops, and mobile devices.
  • Support various local software/systems as well as cloud-based SaaS platforms.
  • Research solutions to new technical problems and update the internal knowledgebase.
  • Train end users on new equipment and software.
  • Receive and record support requests via phone calls, e-mails, and on-site interactions.
  • Prioritize support calls and escalate issues to the appropriate team when necessary.
  • Regularly contribute content to the knowledge base by documenting solutions.
  • Work with procurement staff to purchase hardware and software

What We're Looking For:

  • 3-5 years of experience in an enterprise end-user support capacity or as an IT Technician or Help Desk Technician
  • Experience with Intune or other enterprise MDM solutions.
  • Experience working with Entra ID, Active Directory, Windows 10/11, and Microsoft 365.
  • Experience working with Apple and Android mobile devices.
  • Familiarity with MFA solutions such as Microsoft Authenticator.
  • Understands the basics of LAN/WAN, VPN, VoIP, etc.
  • Experience supporting remote workforce and satellite locations.
  • Experience with ticketing and service desk solutions.
  • Strong interpersonal communication skills.
  • Ability to maintain composure in stressful situations.
  • Familiarity with SaaS software and cloud applications.
  • Ability to read and understand technical documents.
  • Ability to follow detailed instructions and solve problems logically.
  • Relevant education in IT or a related field is a plus
  • Industry certification (or a willingness to obtain one) is a plus.

Who We're Looking For:

  • An effective communicator who can present information to all levels of an organization.
  • A knowledgeable and experienced people person who can explain even the most complex information in an effective way.
  • An individual who enjoys educating others in their areas of expertise.
  • Someone who strives to learn to constantly be a more effective team player for both the users and the IT team.
  • A team member who endeavors to close inefficiencies and gaps to maximize the efficiency of workflows.

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