Hardware Support Specialist

The Hardware Support Specialist will support one of DWS's client and is responsible for troubleshooting and resolving desktop, computer hardware, and software issues while delivering excellent customer service to end users. This role is ideal for an eager learner who can quickly apply new knowledge in alignment with company and client policies and procedures.

Scope

• Applies company policies and procedures to resolve routine issues

• Works on problems of limited scope

• Receives detailed instructions and guidance

Roles and Responsibilities

• Follow standard operating procedures, ticketing processes, and work instructions to image, update, and resolve computer and software application issues for new and existing employees

• Help maintain equipment inventory, including processing RMAs and ordering new equipment

• Maintain a physical presence at designated service locations for employee equipment pickup or end-user delivery

• Monitor, update, and maintain tickets within a defined ticketing system

• Assist with responding to tickets, contacting users, and planning workload

• Update, track, and escalate tickets to appropriate teams as needed for resolution

• Obtain user sign-off on closed tickets, including follow-up with end users

• Provide routine hardware and software troubleshooting support to resolve common IT issues

• Support access to corporate networks, wireless connectivity, applications, and VPN

• Perform other duties as required (this list is not intended to be exhaustive)

Required Qualifications / Skills

• Bachelor's degree (B.S./B.A.) from a four-year college or university and 1–3 years of related experience, or an equivalent combination of education and experience

• Ability to build and maintain stable internal working relationships

• Follows standard practices and procedures when analyzing situations or data

• Ability to work independently with minimal supervision

• Strong coordination skills and a collaborative team player

• Ability to identify issues and escalate appropriately

• Excellent written and verbal communication skills

• Strong interpersonal and customer service skills

• Knowledge of hardware, software, and network troubleshooting

• Understanding of software application usage and installation

• Ability to resolve technical issues in a fast-paced environment

Preferred Qualifications

• Experience in the financial services industry

• Experience with ServiceNow and Office 365

Physical Demands & Work Environment

• Ability to safely lift and carry 50 pounds or more of equipment multiple times per day

• Ability to perform office-related tasks, including prolonged sitting or standing

• Ability to move throughout an office environment as needed

• Proficiency in computer usage

• Ability to communicate effectively

• Some positions may require repetitive motions involving wrists, hands, or fingers