Desktop Support Specialist

Desktop Support Specialist

Req number:

R6193

Employment type:

Full time

Worksite flexibility:

Onsite

Who we are

CAI is a global technology services firm with over 8,500 associates worldwide and a yearly revenue of $1 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

We are looking for a motivated Desktop Support Specialist ready to take us to the next level! If you have experience with warranty claims and shipping/receiving, and are looking for your next career move, apply now.

Job Description

We are seeking a Desktop Support Specialist to support the client’s One2One device program by managing warranty claims, coordinating shipping and receiving with manufacturers, and handling device logistics. This is a full-time contract position and onsite.

What You’ll Do

• Provide IT end-user support to assigned schools

• Interact via telephone, email, and one-on-one with customers to perform diagnostics and resolve technical problems

• Utilize knowledge and experience of commonly used concepts, practices, and procedures within the IT support industry (ITIL, MOF, HDI best practices)

• Properly escalate unresolved issues to the next level of support with strong supporting documentation

• Keep peers and management informed of trends, significant problems, and unexpected delays

• Utilize excellent customer service skills and exceed customers’ expectations

• Ensure proper recording, documentation, and closure of all records

• Recommend procedure modifications or improvements

• Preserve and grow knowledge of technical procedures, products, and services

• Demonstrate advanced knowledge of supported customer-specific applications and hardware

• Understand and meet the account/team Service Level Agreements/Objectives

• Ensure technical support training is provided in a timely manner.

• Assist in evaluating and ensuring timely implementation of new tools and processes

• Ability to anticipate, plan, and prioritize for varying workload levels.

• Ability to work independently without supervision

What You'll Need

Required:

• Process warranty claims for student and staff devices accurately and efficiently

• Communicate with manufacturers regarding device replacements, repairs, and shipping logistics

• Manage shipping and receiving operations, including preparing devices for shipment and verifying returned equipment

• Handle devices and shipments daily, with frequent lifting and moving of boxes up to 40 lbs

• Maintain accurate records of warranty claims, shipments, and device status within district systems

• Collaborate with other team members in the central office to support the overall success of the One2One program

• Ensure organized storage and tracking of incoming and outgoing equipment

• Follow district procedures and maintain professionalism in all vendor communications

Preferred:

• Prior experience in warranty, shipping/receiving, or device management

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

• Ability to lift up to 40 lbs

The pay range for this position is $40,000 - $45,000 annually (USD). Exact compensation may vary based on several factors, including location, experience, and education. Benefit package includes medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.​ 

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Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.