Technical Support Specialist

1 week ago


Charlotte, North Carolina, United States CPI Security Full time
Job Overview

CPI Security, a leading security provider, is seeking a dedicated Desktop Support Engineer to join our team. With a commitment to excellence and a history of innovation, CPI Security has established itself as a top player in the industry, recognized for outstanding service and employee satisfaction.

The Desktop Support Engineer serves as the initial point of contact for technical assistance, addressing a variety of issues related to computers, mobile devices, and software applications. This role is crucial in ensuring that employees have the necessary tools and support to maintain productivity.

Key Responsibilities:

  • Manage and resolve user-submitted support tickets, addressing hardware, software, and network challenges.
  • Efficiently diagnose and troubleshoot technical issues, providing solutions both remotely and on-site.
  • Install, configure, and maintain computer systems, peripherals, and software applications.
  • Deliver clear and effective instructions to assist users in navigating technical solutions.
  • Document technical issues and their resolutions for future reference.
  • Escalate complex problems to senior IT staff as necessary.
  • Ensure thorough documentation of resolutions in the Help Desk Knowledge Base.
  • Participate in special projects and undertake additional responsibilities as required.
  • Stay informed about the latest technologies and troubleshooting methods.
  • Provide training to users on new software or hardware implementations.

Qualifications:

  • Bachelor's degree in Computer Information Technology or a related field is preferred; advanced degrees are a plus.
  • In the absence of a degree, relevant certifications or equivalent work experience are required (e.g., CompTIA, MCSE, MCDST).
  • A minimum of one year of experience in troubleshooting Windows/macOS operating systems and common applications, including Windows 10/11, macOS, and Office 365.
  • Proficient in hardware and software support, troubleshooting, system imaging, and hardware repair (laptops, desktops, printers).
  • Experience with the physical deployment of hardware in a corporate setting.
  • Familiarity with iOS devices and Mobile Device Management (MDM) solutions (e.g., VMWare WorkspaceOne, Microsoft Intune).
  • Knowledge of office peripherals and modern technologies for employee collaboration.
  • Understanding of Asset Lifecycle Management and inventory control.
  • Ability to deliver results in a fast-paced, deadline-oriented environment while managing multiple priorities.
  • Working knowledge of networking concepts.
  • Strong customer service and communication skills.
  • Excellent problem-solving and troubleshooting abilities.
  • Effective planning, time management, and follow-through skills.
  • Ability to work independently as well as collaboratively within a team.
  • Detail-oriented, organized, and capable of managing specific project deliverables with minimal supervision.
  • Strong interpersonal skills with a proven ability to work effectively both independently and as part of a team.


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