Desktop Support Specialist

DMI is a leading global provider of digital services working at the intersection of public and private sectors. With broad capabilities across IT managed services, cybersecurity, cloud migration and application development, DMI provides on-site and remote support to clients within governments, healthcare, financial services, transportation, manufacturing, and other critical infrastructure sectors. DMI has grown to over 2,100+ employees globally and has been continually recognized as a Top Workplace in both regional and national categories.

DMI  is looking for a Desktop Support Specialist I (DSS I) to join our Managed Mobility team. 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.

Duties and Responsibilities:

• 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.
• Assisting 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.
• Keeping track of pending and completed computer help-desk requests to monitor the performance of a company’s product (for example, software or hardware), 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

Education and Years of Experience:  

• 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. In addition, individuals may pursue Microsoft Office Specialist (MOS) certifications in one or more Microsoft Office products.
• Cisco’s Certified Entry Networking Technician (CCENT) and Certified Technician (CCT) – Certifications that the DDS I can receive in routing and switching, design, network security, and wireless, among other fields, validate a candidate’s ability to install, manage, protect and troubleshoot small branch networks.

Required Skills/Certifications: 

• CompTIA A+ Certification (Bachelors Degree in IT related field is required in lieu of A+ certificaiton)
• 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.

Desired Skills/Certifications:

• Supporting Computer hardware — central processing units, monitors, hard drives, printers
• Supporting Hard disk arrays — redundant array of independent disks (RAID) systems
• Supporting Computer software — backup and data recovery, desktop communications, operating system, and configuration management software
• Problem Solving —Must be able to use information gleaned from help requests to diagnose specific computer and network problems and identify optimal solutions
• Interpersonal — Must skillfully handle difficult computer problems and walk people patiently through solutions
• Listening — Must be able to listen to people’s accounts of different computer and network system problems, diagnose the specific causes, and provide the necessary solutions
• Speaking — Must be able to not only understand, but also describe computer problems to non-technical people so they can understand as well
• Writing — Must also keep records of the computer issues they have helped to resolve, which often entails writing reports. In addition, some specialists may be asked to write instructional manuals or how-to guides for employees or customers who need guidance in routine technical matters

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.

Location: This role sits onsite in Cincinnati, OH 

Working at DMI

DMI is a diverse, prosperous, and rewarding place to work. Being part of the DMI family means we care about your wellbeing. We offer a variety of perks and benefits that help meet various interests and needs, while still having the opportunity to work directly with a number of our award-winning, Fortune 1000 clients. The following categories make up your DMI wellbeing:

• Convenience/Concierge - Virtual visits through health insurance, pet insurance, commuter benefits, discount tickets for movies, travel, and many other items to provide convenience.
• Development – Annual performance management, continuing education, and tuition assistance, internal job opportunities along with career enrichment and advancement to help each employee with their professional and personal development.
• Financial – Generous 401k matches both pre-tax and post-tax (ROTH) contributions along with financial wellness education, EAP, Life Insurance and Disability help provide financial stability for each DMI employee.
• Recognition – Great achievements do not go unnoticed by DMI through Annual Awards ceremony, service anniversaries, peer-to-peer acknowledgment, employee referral bonuses.
• Wellness – Healthcare benefits, Wellness programs, Flu Shots, Biometric screenings, and several other wellness options.

Employees are valued for their talents and contributions. We all take pride in helping our customers achieve their goals, which in turn contributes to the overall success of the company. The company does and will take affirmative action to employ and advance in employment individuals with disabilities and protected veterans, and to treat qualified individuals without discrimination based on their physical or mental disability or veteran status. DMI is an Equal Opportunity Employer Minority/Female/Veterans/Disability. DMI maintains a drug-free workplace.

***************** No Agencies Please *****************

Applicants selected may be subject to a government security investigation and must meet eligibility requirements for access to classified information. US citizenship may be required for some positions.