Desktop Support Specialist

Job Description:

Title: Desktop Support Specialist

This position is 5 days fully in office at our Longwood, FL office, however, can be hybrid 1-2 days after 90 days based on performance.

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+, Microsoft Certified Desktop Support Technician) are a plus.

• Minimum of 1 year of 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 $22.00 per hour, depending on experience, relevant skills, and geographic location.

Insurance Office of America is an equal opportunity emp