Desktop Support Specialist (Onsite)

Serigor•Rocky Mount, NC

3d•Onsite

About The Position

The Desktop Support Specialist works onsite with the Client Services Team, using technical expertise and an understanding of business needs to evaluate, prioritize, and assess the business impact of IT incident and problem tickets. The role promotes positive customer relationships, takes ownership of customer issues, resolves them with urgency, communicates progress to customers, and updates Customer Support Specialists and the Service Desk through the call tracking system. The specialist provides advanced technical support and serves as a resource to other technicians. Responsibilities include installing and imaging computers, deploying software and business applications, configuring printers and peripherals, and migrating user data and profiles. The role also coordinates with data center, application development, and network infrastructure teams to troubleshoot issues and support user accounts, file storage, network reservations, and data restores. The position may lead projects, direct others’ work, integrate team members’ skills, and report project status to management. It is responsible for creating and maintaining process and procedure documentation for assigned areas, reviewing documentation annually, and following applicable IT security policies and requirements to protect data and systems.

Requirements

Seven years of experience with computer hardware, software, peripherals, components, networking protocols, and communications.
Seven years of experience installing and imaging computers and loading appropriate software for customers.
Seven years of experience installing and configuring local and network printers and other peripherals.
Seven years of experience migrating data and user profiles.
Seven years of experience documenting processes and procedures related to technical field support activities.
Seven years of knowledge and working experience with the ServiceNow call tracking system.

Responsibilities

Evaluate, prioritize, and assess the business impact of assigned IT incident and problem tickets.
Promote positive customer relationships, mentor others, take ownership of customer problems, and resolve incidents and problems with urgency.
Communicate progress to customers and update Customer Support Specialists and the Service Desk through the call tracking system.
Serve as a technical resource for other technicians in resolving complex problems.
Install and image computers, load appropriate software, and deploy business applications as needed.
Install and configure local and network printers and other peripherals.
Migrate user data and profiles when computers are replaced.
Stay current with changing technology, identify emerging trends and issues, research options, and suggest technical solutions.
Develop and implement IT solutions that support organizational success.
Coordinate with Data Center Operations on user file storage, network reservations, data restores, and account creation or modification, including AD, email, NCID, and CITRIX accounts.
Work with application development teams to identify customer-level application issues and provide technical details for troubleshooting.
Work with network infrastructure teams to identify customer-level network issues and provide technical details to support hardware resolution.
Lead projects that require directing others’ work, assess and integrate individuals’ skills, and provide project status to management.
Create, maintain, and annually review process and procedure documentation for responsible areas, supporting operational standards and service-level agreements.
Understand and implement applicable Client and ITS security policies and IT Security Office requirements; protect data from unauthorized access, alteration, destruction, or improper use.