Desktop Engineer, Tyner, NC, US

Intellibee; Tyner (KY); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Long-Term Stability

Comprehensive Health Coverage

401(k) program

Job summary

IntelliBee is seeking an Expert Specialist to support the Client Services Team in evaluating IT incident and problem tickets, prioritizing issues, and guiding customer communications. The role requires ownership of problems, mentorship, and delivering timely resolutions across hardware, software, and peripherals.

The successful candidate will deploy new business applications, image devices, migrate user data, and contribute to knowledge documentation while traveling as needed to support

Qualifications

• 7+ years of experience with computer hardware, software and peripherals.
• Imaging and loading software on customer devices.
• Installing local and network printers and configuring peripherals.
• Migrating user data and profiles during device replacements.
• Documenting processes and procedures for technical support activities.
• Familiarity with traveling for the role.

Responsibilities

• Lead projects that direct work of others with some latitude on decisions.
• Provide project status updates to management.
• Develop and maintain documentation across responsible areas.
• Ensure IT system security policies are followed and data is protected.

Skills

Computer hardware

Imaging computers

Printer setup

Data migration

Documentation

Travel readiness

Tools

ServiceNow

Job description

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. Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications. Installs and images new computers and loads appropriate software for customers. Deploys new business applications as needed. Installs local and network printers and other peripherals and configuration of same. Responsible for user data and migration of profiles as computers are replaced. Stays abreast of current technology in a changing environment. Identifies emerging trends and issues, researches and makes suggestions for technical solutions to solve current and future problems. Uses extensive knowledge to develop and/or implement information technology solutions to enhance organizational success. 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.

Project Management -

Ability to lead projects that require directing the work of others and with some latitude on actions or decisions. Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success. Provides status on project work to management.

Develop and maintain appropriate documentation for all responsible areas -

This position is responsible for creating and maintaining all documentation of process and procedures for all areas this position is responsible for. This documentation is to be used by team members for operational standards of daily work. This documentation will also be used in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external). All documentation should be reviewed annually.

System Security -

It is the responsibility of all Technical Services Staff to be aware of DOT and ITS security policies, as well as the security issues directly affecting the systems and technology for which this position is directly involved. This position is responsible for implementing requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards.

Skill Matrix:

• 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 7 Years

Benefits at IntelliBee

• Long-Term Stability: Join us on a multi-year opportunities with room to grow.
• Comprehensive Health Coverage: Access quality healthcare benefits to keep you and your family well.
• Future Planning: Enroll in our 401(k) program and invest in your financial security.
• GC Assistance: We support immediate Green Card processing, if required.