Req number:

Employment type:

Worksite flexibility:

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 first-line technical support for staff within a secure facility. The specialist will resolve help desk requests, troubleshoot issues from the network through the endpoint, and help improve day-to-day support operations.  This position will be Full-Time and Onsite in Columbia, SC.

Only candidates with work authorization that does not require sponsorship now or in the future will be considered. Candidates must be local to Columbia, SC.

 What You’ll Do

• Serve as the first point of contact for help desk requests and participate in rotating call queue coverage
• Troubleshoot and resolve technical issues across network, endpoint, application, and user access environments
• Perform password resets and assist users with common hardware, software, and connectivity issues
• Support staff across education, medical, and facility operations departments
• Record, track, update, and resolve incidents and service requests using a ticketing system
• Partner with the Help Desk Manager to capture operational knowledge and document existing processes
• Create, maintain, and improve standard operating procedures (SOPs), workflows, and support documentation
• Assist with cross-training initiatives to improve team knowledge sharing and service consistency
• Identify opportunities to automate recurring support tasks and improve operational efficiency
• Support endpoint management activities and related device administration
• Maintain compliance with facility security requirements and operational procedures
• Complete all required pre-employment screening and facility background clearance processes

What You'll Need

Required:

• Bachelor’s degree and 10+ years of relevant experience, or equivalent combination of education and experience
• Candidates with a High School Diploma must have 4 additional years of relevant experience in lieu of a Bachelor's degree
• Candidates with an Associate’s degree must have 2 additional years of relevant experience in lieu of a Bachelor's degree
• 10+ years of experience using ticketing software in a help desk or technical support environment
• 10+ years of IT support, help desk, desktop support, or technical troubleshooting experience
• Experience troubleshooting issues from network infrastructure through endpoint devices
• Experience supporting end users with account access, password resets, hardware, software, and connectivity issues
• Experience documenting processes, procedures, and operational workflows
• Ability to pass required criminal history, drug screening, and credit background checks
• Strong written and verbal communication skills

Preferred:

• Experience with PowerShell scripting
• Experience with Microsoft Power Automate or Microsoft Power Platform solutions
• Experience developing AI-enabled workflows or automation solutions
• Endpoint management experience
• Microsoft Intune administration experience
• Microsoft MD-102 certification
• Experience supporting Microsoft-based enterprise environments
• Experience improving help desk processes and support operations through automation

 Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
• Must be able to communicate with customers/team members over the phone and in person
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

 #LI-NA1

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.

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.