Desktop Support Specialist

HonorVet Technologies; Sanford (NC); On-site; USD 42,000 - 60,000; Full time

Job summary

HonorVet Technologies, a Service-Disabled Veteran-Owned IT staffing firm, seeks a Desktop Support Specialist for an onsite 12-month engagement in Sanford, NC. This role supports the Client Services operations, handles high volumes of service desk requests, hardware installations, and customer software support.

Travel is required and onsite presence is mandatory. The candidate will triage IT incidents, image new computers, deploy applications, configure printers, and assist with data migrations

Qualifications

• Support tickets triaged by impact and urgency.
• Hardware, software, peripherals, and networking handled.
• Imaging, deployment, and printer setup performed.
• Migrate user data and profiles during hardware replacements.
• Follow IT security policies and standards.

Responsibilities

• Prioritize and resolve service desk tickets with urgency.
• Promote positive customer relationships and mentor others.
• Own customer problems and provide progress updates.
• Coordinate with Data Center and IT teams on issues.
• Maintain documentation for processes and SLAs.

Skills

IT support

Troubleshooting

Networking

Hardware knowledge

AD/Email/CITRIX

Data migration

Documentation

Security

Tools

Active Directory (AD)

Citrix (CITRIX)

NCID

Email systems

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 is headed and only reach out when we genuinely believe there's a fit worth exploring.

Title- Desktop Support Specialist
Duration- 12 months (possible extension)
Location- Sanford, NC 27330 (Onsite)

Job Details

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 in the Sanford, NC area. Travel is required.

Key Responsibilities

• Client Services use 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 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 Skills

• Technical expertise and understanding of business needs
• IT incident and problem service desk tickets
• Computer hardware, software, peripherals and components
• Networking protocols and communications
• Installs and images new computers
• Deploys new business applications
• Local and network printers and other peripherals
• User data and migration of profiles
• Data storage, network reservations, data restores
• AD, email, NCID, CITRIX, etc.
• Application issues
• Network issues
• Project Management
• Creating and maintaining documentation of process and procedures
• Operational Level Agreements (IT internal)
• Service Level Agreements (IT external)
• System Security
• IT Security Policies and standards