Desktop Support Specialist (PST work schedule)

Job Description:

Title: Desktop Support Specialist

This position can be fully remote for candidates able to work 8-5 PST.

Please note: If this position is posted as either fully remote and/or hybrid, in accordance with company policy, individuals residing within a 50-mile radius of a branch location may be required to work onsite in a hybrid capacity. Additionally, there may be occasions when on-site presence is necessary to meet specific business needs. Learn more about our locations here: ioausa.com/locations

About the Role: The Desktop Support Specialist plays a vital role in ensuring the smooth operation of end-user technology by providing technical support for desktop systems, software, and peripherals. This position requires strong diagnostic skills, effective communication, and a customer-focused mindset to help internal users remain productive and efficient in their daily work.

Key Responsibilities:

• Technical Support (80%): Provide first-level technical support via phone for desktops, laptops, printers, and related hardware.

• Software Troubleshooting: Troubleshoot and resolve software issues, including operating systems, Microsoft Office Suite, and other business applications.

• Hardware Setup: Assist with the setup, configuration, and deployment of new hardware and software for end users.

• Help Desk Management: Maintain and update help desk tickets, ensuring timely resolution and accurate documentation of issues and solutions.

• Issue Escalation: Collaborate with IT teams to escalate and resolve complex technical problems.

• System Maintenance: Perform routine maintenance and updates on desktop systems to ensure optimal performance and security.

• Remote Support: Support remote users with connectivity, VPN access, and remote desktop tools.

• User Training: Provide training and guidance to users on best practices and efficient use of technology tools.

• Asset Management: Maintain inventory of desktop hardware, software licenses, and peripheral equipment.

• Policy Compliance: Assist in implementing and enforcing IT policies and procedures related to desktop usage and security.

• Project Support: Participate in IT projects involving desktop rollouts, upgrades, and migrations.

• Security Compliance: Ensure compliance with company standards and security protocols in all desktop support activities.

• Documentation: Document technical procedures, troubleshooting steps, and user guides for internal use.

• Vendor Coordination: Collaborate with vendors and service providers for warranty repairs and technical support.

• Process Improvement: Contribute to continuous improvement initiatives within the IT support function.

Ideal Candidate Qualifications:

• High school diploma or equivalent required; relevant technical certifications (e.g., CompTIA A+, ITIL V4, Microsoft Certified Desktop Support Technician) are a plus.

• Experience in desktop support or a related IT support role.

• Proficiency with Microsoft Windows operating systems and Microsoft Office applications.

• Strong problem-solving skills and the ability to diagnose and resolve technical issues efficiently.

• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

• Familiarity with help desk ticketing systems and remote support tools.

• Willingness to adapt to changing technologies and business needs.

What We Offer:

• Competitive salaries and bonus potential

• Company-paid health insurance

• Paid holidays, vacations, and sick time

• 401K with employer match

• Employee stock plan participation

• Professional growth and career progression opportunities

• Respectful culture and work/family life balance

• Community service commitment

• Supportive teammates and a rewarding work environment

What to Expect (Application Process):

• 30-Minute Phone Screen, Online Assessments, and Interview(s)

Salary Range

The expected pay range for this position is $19.00 to $21.00 per hour, depending on experience, relevant skills, and geographic location.

Insurance Office of America is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.