15+)

InnoSoul•Sanford, NC

1d•Onsite

About The Position

The Desktop Support Specialist will assist Client Services Operations with Service Desk requests, hardware installations, and customer software support in the Sanford, North Carolina area. The role works with the Client Services Team to evaluate, prioritize, and assess the business impact of IT incident and problem tickets. It takes ownership of customer issues, works urgently toward resolution, communicates progress to customers, and updates Customer Support Specialists and the Service Desk through the call-tracking system. The specialist also provides technical guidance to other technicians and helps promote positive customer relationships and client satisfaction. The position involves supporting computer hardware, software, peripherals, networking, business applications, printers, and user data. Responsibilities include installing and imaging computers, loading software, deploying applications, configuring printers and peripherals, and migrating user data and profiles. The specialist works with data center, application development, and network infrastructure teams to resolve customer-level issues and support file storage, network reservations, data restores, and account changes. The role also leads projects, coordinates team efforts, reports project status to management, and creates and maintains operational documentation for assigned areas. Documentation must support daily work standards and applicable internal Operational Level Agreements and external Service Level Agreements, and should be reviewed annually. The position is responsible for awareness of and compliance with DOT and ITS security policies, implementing IT Security Office requirements, and protecting data from unauthorized access, alteration, destruction, or improper use. Travel is required, and the candidate must be comfortable traveling for the role.

Requirements

At least 7 years of experience with computer hardware, software, peripherals, components, networking protocols, and communications.
At least 7 years of experience installing and imaging computers and loading appropriate customer software.
At least 7 years of experience installing and configuring local and network printers and other peripherals.
At least 7 years of experience migrating data and user profiles.
At least 7 years of experience documenting processes and procedures related to technical field support.
At least 7 years of working experience with the ServiceNow call-tracking system.
Must be comfortable traveling for the role.
Knowledge of DOT and ITS security policies and security issues affecting assigned systems and technology.

Responsibilities

Evaluate, prioritize, and assess the business impact of assigned IT incident and problem service desk tickets.
Take ownership of customer problems and work urgently to resolve incidents and problems.
Communicate progress and status to customers and update Customer Support Specialists and the Service Desk through the call-tracking system.
Build positive customer relationships, support client satisfaction, and mentor other technicians.
Serve as a technical resource to help technicians solve complex problems.
Install and image new computers and load appropriate software for customers.
Deploy new business applications as needed.
Install, configure, and support local and network printers and other peripherals.
Migrate user data and profiles when computers are replaced.
Stay current with technology, identify emerging trends and issues, research technical solutions, and make recommendations for current and future problems.
Develop and implement IT solutions that support organizational success.
Work with Data Center Operations on user file-server storage, network reservations, data restores, and account creation and modification, including AD, email, NCID, and CITRIX accounts.
Work with application development teams to identify customer-level application issues and provide technical details to support diagnosis.
Work with network infrastructure teams to identify customer-level network issues and provide technical details to assist with network hardware resolution.
Lead projects, direct work, assess team members’ skills, coordinate team efforts, and report project status to management.
Create and maintain process and procedure documentation for responsible areas, using it to support operational standards and applicable service-level agreements; review documentation annually.
Understand DOT and ITS security policies and relevant system security issues, implement IT Security Office requirements, and protect data from unauthorized or improper use.
Travel as required for the role.