Desktop Support Specialist

Opus•East Granby, CT

4d•$21 - $26

About The Position

Opus Inspection, Inc. is a software and electronic hardware-driven global leader in the Automotive Technology Service industry. Our mission is to make the world a cleaner and safer place by providing highly effective solutions for Vehicle Inspection through innovative technologies, customer focus and operational excellence. Opus’ technologies and services help our state partners meet strict US 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

Bachelor's degree in information technology, computer science, or a related field (or equivalent work experience).
Relevant certifications such as CompTIA A+ or Microsoft Certified Desktop Support Technician (MCDST) is desirable.

Responsibilities

Respond to user inquiries: This includes phone calls, emails, chats, and in-person requests.
Diagnose and troubleshoot basic IT issues: Typical issues include password resets, software installation problems, network connectivity issues, printer problems, and basic hardware troubleshooting.
Follow established procedures and knowledge base articles: Utilize available resources to solve common problems efficiently.
Document and track all support interactions: Create and update support tickets accurately.
Escalate complex issues to Level 2 support: Recognize situations requiring advanced expertise or access.
Provide clear and concise explanations to users: Communicate technical information in a user-friendly manner.
Maintain a positive and professional demeanor: Practice active listening and build rapport with users.
Gather relevant information: Ask clarifying questions to understand the problem thoroughly.
Document user interactions accurately: Capture key details and resolutions for future reference.
Educate users: Provide basic training on software usage and best practices.
Maintain knowledge base: Contribute to updating and improving internal resources.
Inventory and track IT assets: Update records on hardware, software, and peripherals.
Assist with basic IT projects: Participate in routine tasks as assigned
Stay up-to-date on IT trends and developments: Attend training and seek opportunities to learn new skills.
Perform basic hardware maintenance: Replace printer cartridges, troubleshoot cabling issues, clean equipment.
Install and configure new equipment: Set up computers, printers, and other devices.
Manage user accounts and permissions: Create and update user accounts, assign appropriate access levels.
Backup and restore data: Assist with routine backups and data recovery procedures.
Perform security awareness training: Educate users on basic security practices
Strong communication, customer service, and problem-solving skills are essential for success in this role