Desktop Support Specialist (Onsite)

Serigor Inc.; North Carolina; On-site; USD 52,000 - 64,000; Full time

Job summary

Serigor Inc. in Tyner, NC is seeking a Desktop Support Specialist for an onsite, 12‑month engagement to assist the Client Services team with incident and problem resolution. The role requires deep hardware/software knowledge, imaging, printer setup, and active directory/ Citrix support.

Excellent documentation and a customer‑focused attitude are essential, with travel as needed. Ideal candidates bring hands-on experience with ServiceNow and network services, and a proactive approach to deploying

Qualifications

• Knowledge of computer hardware, software, peripherals and networking.
• 7 years installing and imaging new computers with software.
• 7 years installing local and network printers and peripherals.
• 7 years migrating data and user profiles.
• 7 years documenting processes and procedures for technical field support.
• 7 years with ServiceNow call tracking system.
• 7 years willing to travel for role.

Responsibilities

• Project Management - ability to lead projects and direct others, with some latitude on decisions.
• Develop and maintain documentation for all responsible areas and ensure SLA compliance.
• System Security - follow security policies and protect data from unauthorized access and misuse.

Skills

Computer hardware

Imaging computers

Printers and peripherals

Data migration

Documentation

Networking protocols

Travel

Tools

Active Directory

CITRIX

Email systems

ServiceNow

Job description

Job Title: Desktop Support Specialist (Onsite)

Location: Tyner, NC
Duration: 12 Months with possible extension

Job Description:

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. Deploys new business applications as needed. 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 client and client 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.

Skills:

Skill

Required/Desired

Amount

of Experience

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

Required

7

Years

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

Required

7

Years

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

Required

7

Years

Migrating data and user profiles.

Required

7

Years

Documenting process and procedures related to technical field support activities.

Required

7

Years

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

Required

7

Years

Comfortable with traveling for the role.

Required

7

Years