Field Support Technician

TEKsystems•Edenton, NC

13d•$35 - $35•Onsite

About The Position

This request is for a Desktop Support Specialist to assist Client Services Operations to help support the high number of Service Desk requests, hardware installations, and customer software support in the Edenton, NC area. Travel Required. The NCDIT-Transportation is seeking an Expert Specialist resource for an engagement to work with the Client Services Team. Client Services uses technical expertise and understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact. Proactively promotes positive customer relationships and mentors others to ensure client satisfaction and organizational success. Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems. Communicates status of progress to the customer. Provides updates on work progress to Customer Support Specialists and the Service Desk using call tracking system. Has significant technical knowledge and serves as a resource for other technicians to help solve complex problems. Works with Data Center Operations with user file server data storage, network reservations, data restores, various account creations and modifications (AD, email, NCID, CITRIX, etc.). Works with application development teams to identify application issues at the customer level and provide technical detail in order for development teams to accurately identify problems within applications. Works with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions.

Requirements

Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications. Required 7 Years
Installing and imaging new computers and loading of appropriate software for customers. Required 7 Years
Installing local and network printers and other peripherals and configuration of same. Required 7 Years
Migrating data and user profiles. Required 7 Years
Documenting process and procedures related to technical field support activities. Required 7 Years
Demonstrates knowledge and a working experience with ServiceNow call tracking system. Required 7 Years
Comfortable with traveling for the role. Required

Responsibilities

Evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact.
Proactively promote positive customer relationships and mentor others to ensure client satisfaction and organizational success.
Take ownership of customer problems and work with a sense of urgency to resolve incidents and problems.
Communicate status of progress to the customer.
Provide updates on work progress to Customer Support Specialists and the Service Desk using call tracking system.
Install and image new computers and load appropriate software for customers.
Deploy new business applications as needed.
Install local and network printers and other peripherals and configuration of same.
Responsible for user data and migration of profiles as computers are replaced.
Identify emerging trends and issues, research and make suggestions for technical solutions to solve current and future problems.
Use extensive knowledge to develop and/or implement information technology solutions to enhance organizational success.
Work with Data Center Operations with user file server data storage, network reservations, data restores, various account creations and modifications (AD, email, NCID, CITRIX, etc.).
Work with application development teams to identify application issues at the customer level and provide technical detail in order for development teams to accurately identify problems within applications.
Work with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions.
Document process and procedures related to technical field support activities.