IT Desktop Support. Help Desk

"Together We Make Life Better". Our quality engineering, sustainable solutions and safety record inspire everything we do. Our diverse and inclusive workforce allows all employees to feel valued and safe to give their opinions and improve our company.

CDI Engineering Solutions is a multi-disciplinary engineering organization offering a full range of integrated engineering design, project support, procurement and construction management services to the energy and chemicals industries.

We are looking for someone to supplement our current IT Service Desk. The skills that we need to look for are desktop support/help desk experience, experience in customer service, technical knowledge, communication, experience in imaging computers utilizing SCCM (It's not a deal breaker. This process can be learned.), experience with IT ticketing systems (Our ticketing system will have required training.), and IT projects/medium to large-scale Windows OS migrations. Next year we will have to replace about 90-100 computers as part of a Windows 11 migration project.

Diagnosing and resolving technical issues involving computer hardware, PC repair, and basic networking, ensuring our team stays connected and productive, both onsite and remotely

Exhibiting resourcefulness and a keen problem-solving aptitude to tackle both new and critical technical challenges

Deploying, configuring, and supporting a wide range of operating systems and applications across both desktop and web platforms, promoting an agile and adaptable work environment

Upholding our commitment to information security, safeguarding systems, and devices against emerging threats

Delivering outstanding customer service and support, prioritizing tasks efficiently to meet the diverse needs of our team

Demonstrating an insatiable desire to learn and adapt to new technologies, driving continuous improvement and innovation within our IT landscape

High ability to manage ongoing projects with support tickets and a constantly changing environment.

Answering phones, emails, and chat queries

Managing and prioritizing help desk tickets

Assisting customers efficiently and effectively

Running diagnostics and troubleshooting simple problems

Setting up computer hardware, software, and networks

Following up with customers

Running standard or specialized IT reports

Writing and editing training manuals or help desk content

Being a point of contact for all IT-related questions at the user level

Ensuring the optimal running of all systems.

Computer Science, Information Technology, or related field, or 5+ years of equivalent experience

Proficiency in computer hardware diagnostics and PC repair, including accessories and computer peripherals

Strong understanding of networking concepts and troubleshooting information and data

Experience in deploying, configuring, and supporting operating systems and applications on desktop and mobile platforms

Experience with O365, Active Directory, Azure\Entra, and similar Microsoft applications

Ability to work in a team environment as a technical resource or a primary stakeholder

Ability to manage projects and provide updates to the Help Desk Manager and CIO

Friendly demeanor with the ability to teach users and fellow Desktop Support Analysts

Having the capability to lead by example and make informed decisions at all levels

A willingness to do independent research and ask questions whenever possible

Capability to take remote calls in a respectful and enthusiastic manner

Proven working experience in providing Help Desk support

Proficiency in English

Working knowledge of help desk software, databases and remote control

Strong client-facing and communication skills

Advanced troubleshooting and multi-tasking skills

Customer service orientation

Strong understanding of operating systems, software, and devices

Problem-solving skills

Analytical skills with Patience

SCCM, IT Ticketing Systems, Computer Imaging, Microsoft Office

Computer Science or Information Technology degree preferred

CDI Engineering Solutions, LLC ("CDI") is an equal opportunity and affirmative action employer committed to promoting diversity, equity, and inclusion in our workplace. We do not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, veteran's status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

In compliance with federal law, all candidates hired will be required to verify their identity and eligibility to work in the United States and to complete the required employment eligibility verification form after acceptance of a formal CDI offer letter through our onboarding system.

Please be aware that there have been instances of fraudulent job offers being made in the name of CDI unauthorized representatives or organizations. We want to make it clear that CDI will never ask for any type of payment information during our interview process. Additionally, please note that all email communications from CDI will only come from our business email addresses, which end in '@cdicorp.com'. If you receive any suspicious job-related emails from any other domain, please do not respond to them and disregard any requests for personal or financial information. If you have any concerns about the legitimacy of a job offer or communication, please contact us through our website.