Desktop Support Specialist II

Desktop Support Specialist II

Req number:

R6679

Employment type:

Full time

Worksite flexibility:

Onsite

Who we are

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.

Job Summary

As the Desktop Support Specialist, you will be responsible for providing level 2 technical support to our client.

Job Description

We are looking for a Desktop Support Specialist II to provide level 2 technical support to our client. This position will be full-time , on-site , and is located in Fort Myers, FL .

What You'll Do

• Respond professionally and courteously to all service requests and areas of the business entities

• Use PDQ Connect, Quick Assist, and remote desktop to provide level 2 technical support to over 2500 county staff, monitor work queues, open, update, and close ServiceNow Incidents

• Thoroughly and accurately document the details of a user request or issue, document the diagnostic steps performed when troubleshooting the issue, and assist the user with resolution using existing procedures and documentation

• Act as single point of contact for users of the Information & Technology Services (ITS) and direct questions and report problems regarding services

• Install desktop hardware, peripherals, and printers

• Activate and manage cell phones/tablets through O365/MDM

• Install individual software packages as needed for all users

• Use imaging software to expedite large equipment roll-out

• Support other satellite offices (libraries, parks, etc.

• Keep up-to-date system information in ServiceNow for asset tracking

• Rotate On-Call schedule with the rest of the team

• Rotate managing the IT warehouse and entering asset information as new shipments arrive

• Assist C-level executives and Directors with technical needs

• Maintain a great attitude and willingness to learn

• Systems Engineering: Contribute to the design and deployment of desktop images, configure group policies in Intune, and automate scripts to streamline support operations

• Infrastructure Projects: Participate in small-scale infrastructure upgrades (server patching, network expansions, endpoint security enhancements)

• Automation & Scripting: Develop and maintain PowerShell or Python scripts to automate repetitive support tasks (e.g., user provisioning, log collection, software deployment)

• Performance Monitoring: Implement and maintain monitoring tools to proactively identify and resolve desktop and network performance issues

• Security Engineering: Support endpoint hardening initiatives, including antivirus configuration, patch management, and compliance with cybersecurity standards

• Documentation & Standards: Collaborate with engineering teams to create technical documentation, standard operating procedures, and contribute to knowledge base articles

What You'll Need

Required:

• Experience providing Level 2 desktop support in an enterprise environment

• Proficiency with remote support tools (PDQ Connect, Quick Assist, Remote Desktop)

• Hands-on experience with ServiceNow or similar ITSM platforms for incident and asset management

• Strong ability to install, configure, and troubleshoot hardware and software, including desktops, peripherals, and printers

• Knowledge of O365 and Mobile Device Management (MDM) for managing mobile devices

• Ability to write and maintain automation scripts using PowerShell or Python

• Familiarity with Intune and group policy configuration for desktop image deployment

• Understanding of endpoint security practices, including patch management and antivirus configuration

• Excellent communication and documentation skills for user support and knowledge base contributions

Physical Demands

• Physical ability to lift up to 50 lbs and willingness to work on-site and support satellite offices

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

#LI-JM1

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.io or (888) 824 - 8111.

$47,700

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.