Desktop Support Specialist

InstantServe LLC; Rocky Mount (NC); On-site; USD 50,000 - 70,000; Full time

Job summary

InstantServe LLC is seeking a Desktop Support Specialist (Expert) for on-site support at our Rocky Mount, NC headquarters. You will handle hardware/software deployments, imaging, and service desk collaboration to resolve incidents and assist customers.

Responsibilities include documenting processes, configuring printers, and working with IT teams to ensure smooth operations in a fast-paced, customer-focused environment.

Qualifications

• Experience in desktop support and service desk operations.
• Ability to install hardware and software for end users.
• Strong problem solving and customer communication skills.

Responsibilities

• Provide desktop support for headquarters users in Rocky Mount, NC.
• Resolve incidents and requests via the service desk with urgency.
• Install and image computers, load software, and configure peripherals.
• Maintain documentation for processes and procedures and assist with data migration.

Skills

Desktop Support

Service Desk

Customer support

Hardware installation

Software installation

Troubleshooting

Documentation

Communication

Tools

Active Directory

Citrix

Office 365

Printers & peripherals

Networking basics

Job description

Job Title: Specialist-Expert (Desktop Support)

Work Arrangement: 100% On-site

Duration: 12 Months

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 Headquarters in Rocky Mount, NC.Travel Required

The client 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.