CPI Security, in Charlotte, North Carolina is looking to hire a Desktop Support Engineer to work at our corporate headquarters.CPI Security was founded in 1991 on an entrepreneurial spirit and a passion for helping and protecting others. What started as a company of 10 employees and 300 customers has grown into one of the nation's top 10 largest security providers with over 750 employees.Over the years, CPI has received many awards for excellence, such as twice-awarded SDM Dealer of the Year, Central Station of the Year, and the Marvel Award. The company leads the industry in alarm response times, is consistently ranked in the top 10 of electronic security businesses, and is widely known as North Carolina and South Carolina's Top 25 Best Places to Work.

Desktop Support Engineers are the IT frontline, providing technical assistance to users with their computers, mobile devices, and software. They function as the first point of contact for resolving a wide range of issues, ensuring users have the tools they need to be productive.

Works as on-site support interfacing with employees to deploy new hardware such as PCs, laptops, mobile devices and troubleshooting network, PCs, applications, telecom, and printer issues. Recognizes, research, isolates, and resolves information systems problems and requests.

Essential Duties and Responsibilities include the following.

• Respond to user submitted tickets and troubleshoot hardware, software, and network problems.
• Diagnose and resolve technical issues efficiently, either remote or onsite
• Install, configure, and maintain computer systems, peripherals, and software applications.
• Provide clear and concise instructions to guide users through technical solutions.
• Document technical issues and resolutions for future reference.
• Escalate complex issues to senior IT personnel when needed.
• Ensures resolutions in the Help Desk Knowledge Base are thoroughly documented.
• Performs special projects, and additional duties and responsibilities as required.
• Stay up to date on the lates technologies and troubleshooting techniques.
• Provide training to users on new software or hardware deployment.

Requirements

• BS degree in Computer Information Technology or related field preferred. MBA or MS degree is a plus.
• If there is no degree, then relative certifications or work experience are required (CompTIA, MCSE, MCDST, or similar).
• At least 1 year of experience troubleshooting Windows/macOS operating systems and typical applications, including Windows 10/11, macOS, and Office 365.
• Proficient with hardware and software support, troubleshooting, system imaging, hardware break-fix support (i.e., laptops, desktops, and printers)
• Experience with physical deployment of hardware in a corporate environment.
• Proficient working with iOS devices and MDM solutions. (VMWare WorkspaceOne, Microsoft Intune)
• Knowledge of office peripherals and recent technologies for employee collaboration.
• Proficient understanding of Asset Lifecycle Management and inventory management.
• Deliver results in a fast-paced, deadline-driven environment that requires ability to handle multiple priorities simultaneously.
• Working knowledge of network concepts.
• Excellent customer service and communications skills
• Excellent problem solving/troubleshooting skills.
• Excellent planning, time management and follow-through skills.
• Ability to work independently and as part of a team.
• Detail-oriented, well organized, and able to assume responsibility for specific project deliverables with limited supervision.
• Strong people skills and a demonstrated ability to work effectively both independently as well as in a team environment.