Desktop Support Specialist I (DSS I)

Job Description

Desktop Support Specialist I | DMI

The Tone:
This is a full-time, on-site role at DMI, located in Sharonville, Ohio. DMI is a leading global provider of digital services, working at the intersection of public and private sectors with over 2,100 employees globally. The company offers broad capabilities across IT managed services, cybersecurity, cloud migration, and application development. This role is crucial for delivering an excellent end-user experience by resolving technical issues, configuring systems, and performing regular maintenance to minimize downtime and increase productivity.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person, Sharonville, OH

• Team: Managed services business
• Mission: Resolve technical issues for end-users, configure computer systems, and maintain IT infrastructure to ensure optimal performance and productivity.
• Tech Stack: desktop computers, laptops, peripherals, mobile devices, central processing units, monitors, hard drives, printers, operating systems, backup and data recovery software, desktop communications software, configuration management software, email programs, various software applications; CompTIA A+, Microsoft Certified Solutions Associate (MCSA), Microsoft Technology Associate (MTA), Microsoft Office Specialist (MOS) certifications

What You’ll Actually Do
• Support: Deliver comprehensive support for reported problems with desktop computers, laptops, peripherals, and mobile devices, ensuring an excellent end-user experience.
• Configure: Install and configure desktop computer hardware, various software applications, and peripherals using standard company procedures.
• Troubleshoot: Diagnose and resolve potential or actual technical issues, collaborating with vendors as needed, across different software packages, hardware devices, and other peripherals.
• Educate: Train individuals in the use of computer hardware and software, including how to operate printers, email programs, and various software applications.
• Monitor: Keep track of pending and completed computer help-desk requests to assess the performance of company products and the overall health of computer and network systems.

The Must-Haves
• Background: Entry-level IT professionals demonstrating competence in basic network communications, the installation and maintenance of computer hardware, and fundamental knowledge of specific Microsoft products.
• Experience: Practical experience supporting diverse computer hardware, including central processing units, monitors, hard drives, and printers. Familiarity with supporting computer software such as backup and data recovery, desktop communications, operating systems, and configuration management software.
• Skills:
• Problem Solving: The ability to critically analyze information from help requests to accurately diagnose computer and network problems, then identify and implement optimal solutions.
• Communication: Strong interpersonal skills to patiently guide users through technical solutions, active listening to understand complex issues, and clear speaking to describe technical problems to non-technical individuals.
• Documentation: Proficient writing skills for maintaining records of resolved issues, drafting reports, and potentially creating instructional manuals or how-to guides for routine technical matters.
• Attention to Detail: Meticulous attention to detail and strong organizational skills to manage multiple tasks effectively in a fast-paced work environment.
• Bonus: Preferred qualifications include CompTIA A+ certification, Microsoft Certified Solutions Associate (MCSA) certification, Microsoft Technology Associate (MTA) certification, or Microsoft Office Specialist (MOS) certifications in one or more Microsoft Office products.