Desktop Support Specialist

Infojini Inc; Raleigh (NC); On-site; USD 50,000 - 55,000; Full time

Job summary

Une entreprise de services informatiques recherche un Desktop Support Specialist pour aider à la gestion des demandes de service et à l'installation de matériel à Raleigh. Le candidat devra posséder des compétences techniques solides, avec un accent sur le support client et la documentation des processus. Ce contrat est une excellente occasion de développer des compétences opérationnelles au sein d'une équipe dynamique dans le domaine de l'administration gouvernementale.

Qualifications

• Expérience avec l'installation et l'imagerie de nouveaux ordinateurs.
• Capacité à migrer des données et des profils utilisateurs.
• Connaissance du système de suivi des appels ServiceNow.

Responsibilities

• Support technique pour les installations de matériel et de logiciels.
• Documentation des processus et gestion des incidents.
• Collaboration avec les équipes de développement et d'infrastructure.

Skills

Compétences en matériel informatique

Compétences en logiciel

Protocoles de communication

Configuration de périphériques

Documentation des processus

Système de suivi ServiceNow

Job description

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 at Century Center and other Raleigh

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 the 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.

Required / Desired Skills

Amount of Experience

• Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications

• Installing and imaging new computers and loading of appropriate software for customers

• Installing local and network printers and other peripherals and configuration of same

• Migrating data and user profiles

• Documenting process and procedures related to technical field support activities

• Demonstrates knowledge and a working experience with ServiceNow call tracking system

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Contract

Job function

• Job function

  Information Technology

• Industries

  Government Administration

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Durham, NC $50,000.00-$55,000.00 2 weeks ago

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