Desktop Support Specialist

Opus•East Granby, CT

About The Position

Opus Inspection, Inc. is a global leader in the Automotive Technology Service industry, providing software and electronic hardware solutions for Vehicle Inspection. Our mission is to make the world cleaner and safer through innovative technologies and operational excellence. We help state partners meet EPA Clean Air regulations by managing vehicle inspection programs, Vehicle Information Databases, and developing differentiated solutions for remote vehicle monitoring.

Requirements

Proven experience as a Desktop Support Specialist or in a similar technical support role.
Strong knowledge of Windows and Mac operating systems.
Proficiency in troubleshooting hardware and software issues for desktops, laptops, and mobile devices.
Familiarity with Active Directory, Microsoft Office 365, and other user account management systems.
Proven expertise and proficiency in cloud platforms like Azure, AWS, or comparable services, encompassing fundamental troubleshooting and the process of escalation.
Excellent problem-solving and communication skills.
Ability to prioritize and manage multiple tasks in a fast-paced environment.
Strong customer service orientation and the ability to work effectively with end-users at all levels of the organization.
Knowledge of network protocols, configurations, and troubleshooting is a plus.

Nice To Haves

Relevant certifications such as CompTIA A+ or Microsoft Certified Desktop Support Technician (MCDST) is desirable.

Responsibilities

Respond to user inquiries via phone, email, chat, and in-person.
Diagnose and troubleshoot basic IT issues including password resets, software installation, network connectivity, printer problems, and basic hardware troubleshooting.
Utilize established procedures and knowledge base articles to efficiently solve common problems.
Document and track all support interactions by creating and updating support tickets accurately.
Escalate complex issues to Level 2 support when necessary.
Provide clear and concise explanations of technical information to users.
Maintain a positive and professional demeanor, practicing active listening and building rapport.
Gather relevant information by asking clarifying questions to thoroughly understand problems.
Document user interactions accurately, capturing key details and resolutions.
Educate users by providing basic training on software usage and best practices.
Contribute to updating and improving internal knowledge base resources.
Inventory and track IT assets, updating records on hardware, software, and peripherals.
Assist with basic IT projects and routine tasks.
Stay up-to-date on IT trends and developments by attending training and seeking learning opportunities.
Perform basic hardware maintenance such as replacing printer cartridges, troubleshooting cabling, and cleaning equipment.
Install and configure new equipment, including computers and printers.
Manage user accounts and permissions, including creation, updates, and access level assignments.
Assist with routine data backups and recovery procedures.
Perform security awareness training to educate users on basic security practices.