Desktop Support

HonorVet Technologies; Raleigh (NC); On-site; USD 30,000 - 34,000; Full time

Job summary

HonorVet Technologies in Raleigh, NC is seeking a Desktop Support expert for a 12-month onsite role. The specialist will work with the client Services Team to evaluate IT incidents, prioritize tickets, and provide effective resolutions.

The role emphasizes excellent communication and collaboration with Data Center Operations, application teams, and network groups to resolve issues. Required experience includes imaging computers, installing software and peripherals, data migration, and using

Qualifications

• 7 years of experience in hardware, devices, software, peripherals and networking.
• 7 years imaging computers and loading software for customers.
• 7 years installing local and network printers and other peripherals.
• 7 years migrating data and user profiles experience.
• 7 years documenting processes and procedures related to technical support activities.
• 7 years demonstrated knowledge and working experience with ServiceNow.

Responsibilities

• Project Management: lead projects directing work of others under supervision.
• Documentation: create and maintain documentation of processes and procedures.
• System Security: follow IT security policies and protect data.

Skills

Hardware & peripherals

Imaging & software deployment

Printer setup & scanning devices

Data migration & user profiles

Documentation & SOPs

Networking fundamentals

Tools

Active Directory

ServiceNow

Citrix

Job description

HonorVet Technologies is a Service-Disabled Veteran-Owned IT staffing firm, ISO 9001 and ISO 27001 certified, working with federal agencies, state governments, and Fortune 500 enterprise clients across the US. What makes us different isn't a tagline; it's the way we work. We don't forward resumes and hope for the best. We take the time to understand where a professional like you are headed and only reach out when we genuinely believe there's a fit worth exploring.

Job Title: Desktop Support

Location: Raleigh NC, 27610 (Onsite)

Duration: 12 Months

Travel Required

Job Description

Client is seeking a Desktop Support Expert/Specialist resource to work with the client Services Team. Client Services analysts use technical expertise, with understanding of business and user needs, to evaluate IT related incidents and service desk tickets to appropriately prioritize and provide appropriate solutions. A Client Services analyst will promote positive customer relationships and mentors’ teammates to ensure client satisfaction and organizational success. Client Services takes ownership of customer problems and works with a sense of urgency to resolve these incidents and problems. An analyst will communicate status and progress to the customers in a timely professional manner. All analysts will also provide updates on work progress to Customer Support Specialists and the Service Desk using the call tracking system.

Key responsibilities:

• A qualified candidate will possess significant technical knowledge and serve as a team member with other analysts to help solve complex problems.
• Skills include proficiencies with different types of computer hardware, software, peripherals and components, networking protocols and communications.
• A qualified analyst will know how to image new computers and install the appropriate software for customers.
• The analyst must know how to install local and network printers along with other peripherals such as scanners.
• An analyst will be responsible for migrating and protecting user data and profiles as computers are replaced.
• A candidate should be able to show how they stay abreast of current technologies to better the end users working environment.
• A Client Services analyst can identify emerging trends relating to issues and problems, then researches and makes suggestions of solutions to solve current and prevent future problems.
• Client Services analysts communicate with Data Center Operations when modifying user data storage, DHCP reservations, data restores, various account creations and modifications (AD, email, CITRIX, etc.).
• The CS analyst will collaborate with application development teams to identify application issues at the customer level and provide technical detail for development teams to accurately identify problems within applications and provide solutions.
• A CS analyst will work with network infrastructure teams to identify network issues at the customer level and provide significant technical details to assist in network hardware resolutions.

Key responsibilities:

• Project Management: Qualified candidates will have the skill to lead projects that require directing the work of others with some latitude on actions or decisions. The candidate should be able to lead team efforts, at the direction of the local Client Services supervisor and/or other management.
• Documentation: This position participates in creating and maintaining documentation of processes and procedures for all areas this position is responsible for (i.e. - software installs, profile transfers, PC replacements). 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).
• System Security: It is the responsibility of all Client Services staff to be aware of Client’s security policies, as well as the security issues directly affecting the systems and technology for which this position is responsible. This position is responsible for implementing and maintaining the requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, transferring or usage in a manner inconsistent with IT Security Policies and standards.

Required Experience/Skills:

• 7 years of experience and Skills in different types of computer hardware, mobile devices, software, peripherals and components, networking protocols and communications.
• 7 years of experience in Installing and imaging new computers and loading of appropriate software for customers.
• 7 years of experience in Installing local and network printers and other peripherals.
• 7 years of Migrating data and user profiles experience.
• 7 years of experience in Documenting process and procedures related to technical support activities.
• 7 years of Demonstrated knowledge and a working experience with ServiceNow call tracking system.