Job details

Technical Support Specialist

CAI is hiring!

We are in immediate need of a Service Desk Specialist! This long-term engagement is 2 days on-site per week in Dover, DE and 3 days/week working remotely.

Candidates must be willing to work Monday-Friday from 10:00am - 7:00pm EST.

Responsibilities:

This is an elevated Tier 1 Service Desk role that is 95% phone support for internal and external customers.
The technician troubleshoots, resolves, documents, and escalates tickets as necessary.
The primary function of this position is to resolve and/or manage issues over the phone or via remote tools.
This position is a first shift position but ideally, on occasion, the candidate should be willing to work alternate shifts.
Process all inbound telephone calls, emails, and tickets as assigned.
Interface with outside vendors to assist in team/and customer support for field locations related to outages and telecom issues.
95 % phone support, performing basic troubleshooting of network connectivity, infrastructure, and device issues.
Basic troubleshooting of LAN/WAN issues
Remote troubleshooting of desktop issues
Thorough documentation and (when necessary) escalation of all incidents.

Required Skills:

2 Years of Service Desk experience addressing tier 1 or tier 2 IT support issues.
Basic Network Troubleshooting and Customer Service.
Knowledge with LAN/WAN
Excellent communication and customer service skills are a must.

Desired Education:

A Certification and Network Certification or demonstrated equivalent is a plus.
A Bachelor degree is desired but is not a requirement.

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.

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 (888) 824 – 8111.

This email is only intended for candidates who need an accommodation or assistance completing the application or interview process and will not be reviewed by CAI’s talent acquisition team. All interested applicants who do not need an accommodation or assistance completing the application must apply on CAI’s career portal for consideration https://www.cai.io/careers/career-portal/

EEO Statement: It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

Job Type: Full-time

Pay: $23.00 - $25.00 per hour

Benefits: