Desktop Support Specialist - ONSITE

Chandra Technologies, Inc; Raleigh (NC); On-site; USD 60,000 - 80,000; Full time

Job summary

Chandra Technologies, Inc seeks an expert IT service desk specialist to support client services in Raleigh, onsite at Century Center. Responsibilities include evaluating incidents, prioritizing problems, mentoring others, and maintaining solid customer relationships while owning issues to resolution.

The role covers system imaging, hardware and software deployment, printer configuration, data migration, and documentation.

Qualifications

• Experience with IT incident and problem service desk workflows.
• Proficient in using ServiceNow for ticket tracking.
• Ability to provide proactive customer service and mentorship.

Responsibilities

• Lead projects and coordinate team efforts.
• Create and maintain process and procedure documentation.
• Ensure IT security policies are followed and data is protected.
• Support client services by analyzing incidents and prioritizing problems.
• Collaborate with Data Center Operations and development teams.

Skills

Hardware basics

Software basics

Peripherals & components

Networking protocols

Imaging computers

Software installation

Printer setup

Peripheral configuration

Data migration

Documentation

ServiceNow

Travel willingness

Job description

Job Description

• Crop to Crop resumes are accepted

Location Requirement: **The candidate will be required to work onsite in the Century Center, Raleigh NC local area.

The candidate will be able to expense for any required travel.

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 NCDOT and NCDIT 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

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