Desktop Support Specialist

About the role

Opus Inspection, Inc. is a software and electronic hardware-driven global leader in the Automotive Technology Service industry. Our mission is to make the world a cleaner and safer place by providing highly effective solutions for Vehicle Inspection through innovative technologies, customer focus and operational excellence. Opus' technologies and services help our state partners meet strict US EPA Clean Air regulations by managing vehicle inspection programs, Vehicle Information Databases, and developing differentiated solutions for remote vehicle monitoring.

Responsibilities

• Respond to user inquiries: phone calls, emails, chats, and in-person requests
• Diagnose and troubleshoot basic IT issues: password resets, software installation problems, network connectivity issues, printer problems, and basic hardware troubleshooting
• Follow established procedures and knowledge base articles to solve common problems efficiently
• Document and track all support interactions; create and update support tickets accurately
• Escalate complex issues to Level 2 support when advanced expertise or access is required
• Provide clear and concise explanations to users; communicate technical information in a user-friendly manner
• Maintain a positive and professional demeanor; practice active listening and build rapport with users
• Gather relevant information by asking clarifying questions to understand the problem thoroughly
• Document user interactions accurately, capturing key details and resolutions for future reference
• Educate users by providing basic training on software usage and best practices
• Maintain knowledge base by contributing to updating and improving internal resources
• Inventory and track IT assets; update records on hardware, software, and peripherals
• Assist with basic IT projects and participate in routine tasks as assigned
• Stay up-to-date on IT trends and developments; attend training and seek opportunities to learn new skills
• Perform basic hardware maintenance: replace printer cartridges, troubleshoot cabling issues, clean equipment
• Install and configure new equipment: set up computers, printers, and other devices
• Manage user accounts and permissions; create and update user accounts, assign appropriate access levels
• Backup and restore data; assist with routine backups and data recovery procedures
• Perform security awareness training; educate users on basic security practices

Qualifications

• Strong communication skills
• Strong customer service skills
• Strong problem-solving skills

Pay

$26-33/hr

Benefits

Health, dental, and vision insurance offered