Desktop Support Specialist

HonorVet Technologies; Rocky Mount (NC); On-site; USD 30,000 - 47,000; Full time

Job summary

HonorVet Technologies, a service-disabled veteran-owned IT staffing firm, is seeking a Desktop Support Specialist for an onsite Rocky Mount, NC role. The position supports client services operations with hardware deployments, imaging, software support, and incident handling.

A strong focus on proactive customer service, documentation, and collaboration with Data Center and development teams is required. The successful candidate will have extensive hands-on experience with computers, printers,

Qualifications

• 7 years of experience in computer hardware, software, peripherals and components.
• 7 years of experience in installing and imaging computers and loading software.
• 7 years of experience in installing local and network printers.
• 7 years of migrating data and user profiles.
• 7 years of documenting processes and procedures for technical field support activities.
• 7 years of demonstrated knowledge with ServiceNow.

Responsibilities

• Proactively promotes positive customer relationships and mentors others to ensure client satisfaction.
• Takes ownership of customer problems and communicates progress with urgency.
• Provides updates on work progress to the Service Desk and Customer Support Specialists.
• Utilizes extensive technical knowledge to resolve complex hardware, software, and networking issues.
• Installs and images new computers and loads appropriate software.
• Deploys new business applications as needed.
• Installs printers and peripherals and configures them.
• Responsible for user data and profile migration during upgrades.
• Stays current with evolving technology and recommends solutions.
• Collaborates with Data Center Operations on file servers, AD, and email.
• Works with development teams to identify application issues and provide details.
• Assists network teams to resolve customer-level network issues.

Skills

Hardware & peripherals

Software installation

Imaging computers

Printer setup

Data and profile migration

Documentation of processes

ServiceNow familiarity

Education

High school diploma or equivalent

Tools

ServiceNow

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 Specialist

Location: Rocky Mount, NC 27804 (Onsite)

Duration: 6 Months (Possible Extension)

Job Description

This Position 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. 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.

Key responsibilities

• 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 of new computers and loads of 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.
• Use 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,CITRIX, etc.).
• Works with application development teams to identify application issues at the customer level and provide technical details 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 details to assist in network hardware resolutions.

Key Requirements

• 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: 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 Skills/Experience

• 7 years of experience in different types of computer hardware, 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 and configuration of same.
• 7 years of Migrating data and user profiles experience.
• 7 years of Documenting process and procedures related to technical field support activities experience.
• 7 years of Demonstrated knowledge and a working experience with ServiceNow call tracking system.