CAI · 19 hours ago
Desktop Support Specialist
Cleveland, OH
Contract
Onsite
Mid Level
$45K/yr - $45K/yr
3+ years expCAI is a global services firm with over 9,000 associates, seeking a motivated Desktop Support Specialist to provide IT service and support to assigned schools. The role involves troubleshooting technical problems, providing excellent customer service, and ensuring proper documentation and escalation of issues.
ConsultingSoftware
Responsibilities
Interact via telephone, e-mail and one-on-one with customers to perform diagnostics and resolve technical problems
Has knowledge and experience of commonly used concepts, practices, and procedures within the IT support industry (ITIL, MOF, HDI best practices)
Properly escalate unresolved issues to the next level of support with strong supporting documentation
Keep peers and management informed of trends, significant problems, and unexpected delays
Utilize excellent customer service skills and exceed customers’ expectations
Ensure proper recording, documentation, and closure of all records
Recommend procedure modifications or improvements
Preserve and grow your knowledge of technical procedures, products, and services
Demonstrate advanced knowledge of supported customer-specific applications and hardware
Know and meet the account/team Service Level Agreements/Objectives and understand their effect on the business
Ensure technical support training is provided in a timely manner
Assist in evaluating and ensuring timely implementation of new tools and processes
Ability to anticipate, plan, and prioritize for varying workload levels
Ability to work independently without supervision
Qualification
Required
3-5 years' experience in a Service Desk or technical support role
1+ years' of customer service experience in a professional industry
Strong troubleshooting and documentation skills
Active Directory Experience
Desktop and Laptop hardware support experience
Proficient knowledge of Microsoft Desktop Operating Systems
Excellent customer service skills
Strong attention to detail and strong communication skills (both written and oral)
Detail oriented
Solution driven
Preferred
Experience with network printers
A+ Certification or other relevant certifications
Basic MDM Administration (Chrome, Clever, Jamf, Intune)
Degree in Information Systems, Computer Science (Preferred) or equivalent experience
Benefits
Medical, dental, and vision insurance
401k retirement account access
Paid time off
Paid sick leave and/or other paid time off as provided by applicable law
Company
CAI
CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+.
5001-10000 employees
H1B Sponsorship
CAI has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (24)
2024 (28)
2023 (24)
2022 (30)
2021 (41)
2020 (48)
Funding
Current Stage
Late StageLeadership Team
Tom Salvaggio
President and CEO
Tony Salvaggio
Founder and CEO
Recent News
Computer Aid, Inc. (CAI)
2025-09-19
Company data provided by crunchbase