Sr. Deskside Support Specialist

As a Sr. Deskside Support Specialist at DMI, you'll have a range of responsibilities that include serving as a technical lead for deskside IT support, resolving technical issues for CDC personnel, overseeing the configuration and maintenance of deployable equipment, coordinating IT asset management, and mentoring junior specialists. Your role is key to maintaining productive IT environments, especially during emergency situations.

To qualify for the Sr. Deskside Support Specialist role at DMI, candidates should hold a Bachelor of Science degree in Information Technology or a related field. Additionally, 2-4 years of experience in desktops support is necessary, along with familiarity with ITIL best practices. Being a U.S. citizen is also a requirement due to government security protocols.

DMI prefers candidates for the Sr. Deskside Support Specialist position to have a solid foundation in troubleshooting hardware, software, and network issues. Familiarity with ITIL methodology is also desired, as it enhances operational efficiency and services. Strong communication skills and the ability to work under pressure are essential in this role.

The Sr. Deskside Support Specialist at DMI is responsible for overseeing IT asset management to ensure compliance with CDC property management procedures. This includes managing installations, facilitating moves, and coordinating emergency deployments, thereby ensuring that all assets are properly tracked and maintained.

At DMI, the work environment is collaborative, dynamic, and focused on professional growth. As a Sr. Deskside Support Specialist, you'll join a team that values diversity and wellness, providing numerous benefits such as career development programs, flexible health options, and various recognition initiatives to celebrate employee contributions.

In answering this question, share specific examples from your previous roles where you successfully resolved complex technical issues, detailing the tools and methods you used. Highlight your ability to work under pressure and communicate effectively with users while ensuring a high level of service.

Discuss your philosophy on mentorship and provide examples of how you've guided junior staff through troubleshooting processes. Emphasize the importance of collaboration, shared learning, and building confidence in their skills.

Outline your systematic approach to inventory management and compliance, including tracking processes, ensuring timely updates, and coordinating with teams during installations and emergencies. Be sure to mention your understanding of property management procedures.

Share your commitment to continuous learning, mentioning specific resources such as online courses, webinars, or professional organizations you follow. Discuss how you apply new knowledge to enhance your roles and responsibilities.

Provide a detailed account of a situation requiring quick thinking and decisive actions. Highlight how you maintained operational stability, communicated with team members, and supported users effectively during a high-pressure scenario.

Discuss your hands-on experience with setting up and configuring hardware and software, including any specific types of equipment you've managed. Highlight your attention to detail and thoroughness in ensuring all systems are running efficiently.

Focus on your customer service skills and discuss techniques you use to engage users, listen to their needs, and provide timely solutions. Mention any feedback mechanisms you have implemented to improve satisfaction.

Emphasize the importance of collaboration in your role. Provide examples of how you work with colleagues and other departments to solve issues effectively and enhance the overall support experience.

Explain your time management techniques and how you assess the urgency of requests. Share how you communicate with users regarding expected response times and manage their expectations.

List the specific tools, software, and platforms you have experience with, highlighting how you use them to streamline support tasks. Include both ticketing systems and any remote support tools that enhance your effectiveness.