Req number:

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Who we are

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 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

Job Description

We are looking for a Desktop Support Specialist to provide front-line technical support and customer service to agency staff within a formal financial environment. This position will be a full-time contract-to-hire opportunity and is fully onsite in Columbia, SC. The selected candidate will support daily IT operations, troubleshoot technical issues, manage user access requests, maintain IT assets, and assist with agency technology initiatives.

What You'll Do

• Serve as the first point of contact for employees seeking technical assistance via phone, email, or in person
• Deliver high-quality customer service with a focus on timely resolution of technical issues
• Troubleshoot and resolve routine hardware, software, printer, mobile device, and workstation issues
• Escalate complex incidents to senior IT staff or managed service providers while maintaining communication with end users
• Process account creation, password resets, and access requests in accordance with agency security policies
• Manage security and distribution group memberships
• Perform post-maintenance testing following managed service provider maintenance activities and report findings
• Open, monitor, and track support tickets with managed service providers through completion
• Document incidents, resolutions, and customer interactions within the agency ticketing system
• Educate users on technology best practices and agency IT standards.
• Support deployment projects, software updates, equipment rollouts, and other IT initiatives
• Perform break/fix hardware support including diagnosing, repairing, replacing, and coordinating warranty services for desktops, laptops, peripherals, and mobile devices
• Maintain accurate and audit-ready IT asset inventory records
• Handle sensitive financial and accounting information with strict confidentiality
• Participate in occasional after-hours support activities, incident response, and maintenance efforts as required

What You'll Need

Required

• 2+ years of help desk or IT support experience
• Working knowledge of Windows operating systems, Microsoft Office/Microsoft 365, and general IT support practices
• Current South Carolina residency. No relocation permitted
• Ability to pass a background check and credit check prior to employment start date
• Bachelor's degree in information technology, Computer Science, or a related technical field, or equivalent work experience in information technology or information security

Preferred

• Experience in a customer-facing environment such as IT support, banking, financial services, or another professional services industry
• Experience utilizing help desk software and ticketing systems
• Exposure to Active Directory, Microsoft Entra ID, and Intune for user account and device management
• Experience working with managed service providers and vendor ticket management
• Strong customer service and communication skills, both verbal and written
• Ability to explain technical concepts to non-technical users
• Strong organizational skills and attention to detail
• Demonstrated problem-solving ability, resourcefulness, and sound judgment regarding issue escalation
• Commitment to integrity, confidentiality, and professionalism

Preferred Certifications

• CompTIA A+
• ITIL Foundation
• Microsoft Certified Fundamentals (Microsoft 365 or similar)

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
• Must be able to lift and carry equipment weighing up to 50 pounds
• Ability to bend, reach, and work under desks and within equipment areas when supporting hardware installations and repairs
• Ability to conduct repetitive tasks on a computer utilizing a mouse, keyboard, and monitor
• Ability to move throughout office locations as needed to support users and equipment

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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 [email protected] or (888) 824 – 8111.

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.

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 may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.