Desktop Support Specialist -Local to NC

RICEFW Technologies Inc; Rocky Mount (NC); Presencial; USD 52 000 - 74 000; Tempo integral

Resumo da oferta

NCDMV Headquarters in Rocky Mount, NC seeks a Desktop Support Specialist to assist Client Services Operations with service desk requests, hardware installations, and customer software support. The role requires on-site presence in Rocky Mount, NC and collaboration with IT teams to resolve incidents and deploy new business applications.

The ideal candidate will have hands-on experience with hardware, imaging, printers, data migration, and documenting procedures.

Qualificações

• 7+ years of experience with computer hardware, software, peripherals, and networking concepts.
• Imaging and deploying new computers with appropriate software.
• Experience installing local and network printers and peripherals.
• Migrating user data and profiles during machine replacements.
• Documenting processes and procedures for technical support activities.
• Experience with ServiceNow as the incident tracking system.

Responsabilidades

• Support high volume Service Desk requests on-site at Rocky Mount, NC.
• Install images and software on new computers and configure printers/peripherals.
• Manage data migration and user profiles during hardware replacements.
• Develop and maintain documentation for processes and procedures.
• Work with security policies to protect data and support IT security requirements.

Conhecimentos

Hardware & peripherals

Imaging computers

Printers & configuration

Data migration

Documentation

ServiceNow

Ferramentas

Active Directory (AD)

Citrix

NCID

Descrição da oferta de emprego

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 NCDMV Headquarters in Rocky Mount, NC.Travel Required

This person is required to sit on-site in Rocky Mount, NC.

The NCDIT-Transportation 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.

Required/Desired Skills

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

Questions

• Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date.
• All work must be completed on-site in Rocky Mount, NC.
• Vendor must disclose to the agency if the candidate will be subcontracted at the time of submission.
• Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the supplier to adhere to any applicable compensation laws including payment for overtime hours.