Desktop Support Specialist / Information Systems / PRN

Catawba • Hickory, NC

27d • Onsite

About The Position

Acts as the primary contact for the IT Service Help Desk, accurately documenting requests/issues in the ticketing system, including any actions taken, for timely resolution while maintaining excellent customer service. Assesses, installs, configures, tests, maintains, monitors, and troubleshoots end-user devices and related hardware/software using remote tools or on-site presence as needed. Serves as a trainer and escalation point for End User Support Specialists before escalating to Tier III Support. Leads peer resources on assigned tasks to ensure successful completion. Strives to ensure a positive customer service experience in all interactions.

Requirements

• Associate degree in Computer Science, or a High School diploma/equivalent with five years in IT technical support or service desk.
• Must obtain an IT support certification (e.g., CompTIA A+, HDI-CSR, Google GITSPC, ETA CNCT, or Apple ACMT) within twelve months of employment.
• Two years of hands-on experience supporting hardware such as PCs, thin clients, laptops, tablets, handhelds, printers, phones, and various peripheral devices.
• Experience in software troubleshooting, including Windows Operating Systems and MS Office 365.
• General technical understanding of network hardware, topologies, and protocols.

Nice To Haves

• Bachelor’s degree in a computer related field.
• CompTIA A+ or Network+ Certification.
• Experience in customer service roles, particularly within large healthcare environments.

Responsibilities

• Acts as the primary contact for the IT Service Help Desk, accurately documenting requests/issues in the ticketing system, including any actions taken, for timely resolution while maintaining excellent customer service.
• Assesses, installs, configures, tests, maintains, monitors, and troubleshoots end-user devices and related hardware/software using remote tools or on-site presence as needed.
• Serves as a trainer and escalation point for End User Support Specialists before escalating to Tier III Support.
• Leads peer resources on assigned tasks to ensure successful completion.
• Strives to ensure a positive customer service experience in all interactions.

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: Associate degree