Customer Service Representative
Capital Blue Cross
React
Desktop Support Specialist
DMI (Digital Management, LLC)
full-time
Posted on:
Location: Ohio • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
CloudCyber Security
About the role
- Provide an excellent end user experience by resolving technical issues
- Troubleshoot software packages, hardware devices, and peripherals
- Configure computer systems according to company policies
- Handle sensitive data in company drives following privacy regulations
- Diagnose problems and follow up to ensure resolution
- Perform regular maintenance and OS updates while minimizing downtime
- Assist with data back-up duties in case of data corruption
- Work with vendors to troubleshoot and resolve issues
- Deliver support for desktop computers, laptops, peripherals, and mobile devices
- Install and configure hardware, software and peripherals
- Assist individuals with hardware, software, or network problems via phone, chat, and walk-throughs
- Train users on hardware, software, printers, email programs, and applications
- Track pending and completed help-desk requests
- Answer inbound phone calls, voicemails, and chats
- Maintain satisfactory quality assurance scores
- Assist other teams with overflow work
Requirements
- CompTIA A+ Certification (Bachelors Degree in IT related field is required in lieu of A+ certificaiton)
- Regular and reliable attendance.
- Ability to work overtime to complete projects.
- Strong attention to detail and organizational skills.
- Multitasking skills and ability to keep up in a fast-paced work environment.
- The ability to utilize critical thinking to complete tasks.
- Ability to be flexible in scheduling to meet business needs.
- Successful completion of a Fingerprint background investigation.
- CompTIA A+ certification (or Bachelors Degree in IT related field)
- Microsoft’s Certified Solutions Associate (MCSA) and Technology Associate (MTA) certifications (preferred, but not required)
- Cisco’s Certified Entry Networking Technician (CCENT) and Certified Technician (CCT) (preferred, but not required)
- Supporting Computer hardware — central processing units, monitors, hard drives, printers
- Supporting Hard disk arrays — redundant array of independent disks (RAID) systems
- Supporting Computer software — backup and data recovery, desktop communications, operating system, and configuration management software
- Problem Solving —Must be able to use information gleaned from help requests to diagnose specific computer and network problems and identify optimal solutions
- Interpersonal — Must skillfully handle difficult computer problems and walk people patiently through solutions
- Listening — Must be able to listen to people’s accounts of different computer and network system problems, diagnose the specific causes, and provide the necessary solutions
- Speaking — Must be able to not only understand, but also describe computer problems to non-technical people so they can understand as well
- Writing — Must also keep records of the computer issues they have helped to resolve, which often entails writing reports.
