Specialist - Expert

Cynet Systems•Sanford, NC

About The Position

This role involves providing expert-level technical support, focusing on computer hardware, software, peripherals, and networking. The Specialist will handle a high volume of Service Desk requests, including installations, customer software support, and data migration. A key aspect of the role is evaluating and prioritizing IT incidents, managing customer relationships, and ensuring client satisfaction through timely and effective problem resolution. The position also requires leading projects, mentoring other technicians, and maintaining comprehensive documentation of processes and procedures. Adherence to IT security requirements and collaboration with various IT teams are essential.

Requirements

Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications.
Experience installing and imaging new computers and loading of appropriate software for customers.
Experience installing local and network printers and other peripherals and configuration of same.
Experience migrating data and user profiles.
Experience documenting process and procedures related to technical field support activities.
Demonstrates knowledge and a working experience with ServiceNow call tracking system.
Ability to travel for the role.
Significant technical knowledge in desktop support and client services.
Strong verbal and written communication skills.
Computer Hardware.
Software Support.
Peripherals.
Networking Protocols.
Imaging.
Data Migration.
ServiceNow.
Active Directory.
Citrix.
Technical Documentation.
Project Management.

Responsibilities

Support high number of Service Desk requests, hardware installations, and customer software support.
Evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact.
Promote positive customer relationships and mentor others to ensure client satisfaction.
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.
Serve as a resource for other technicians to help solve complex problems.
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.
Manage user data and migration of profiles as computers are replaced.
Stay abreast of current technology and identify emerging trends and issues.
Research and suggest technical solutions to solve current and future problems.
Work with Data Center Operations regarding user file server data storage, network reservations, data restores, and various account creations and modifications.
Collaborate with application development teams to identify application issues at the customer level.
Work with network infrastructure teams to identify network issues and provide technical detail for hardware resolutions.
Lead projects that require directing the work of others with some latitude on actions or decisions.
Lead team efforts and assess and integrate the skills and strengths of individuals for project success.
Provide status on project work to management.
Create and maintain all documentation of process and procedures for all responsible areas.
Review all documentation annually in accordance with Operational Level Agreements and Service Level Agreements.
Implement the requirements of the IT Security Office and protect data from unauthorized access, alteration, destruction, or usage.