Information Technology Services Specialist

CTC; Durham (NC); On-site; USD 55,000 - 70,000; Full time

Job summary

CTC in Durham, NC seeks an IT Services Specialist to deliver advanced troubleshooting and hands-on support for hardware, software, OS, networking, and collaboration tools. This onsite role focuses on resolving escalated incidents from the Global Helpdesk and maintaining service quality in ServiceNow.

The ideal candidate will have 3–5 years of hands-on IT experience, AWS or Azure certification, and strong customer service.

Qualifications

• 3–5 years hands-on experience troubleshooting and repairing computer hardware, software, network connectivity, and operating systems.
• Must have AWS Certified or Azure Certified.
• Proficiency with Windows OS (Windows 10+).
• Excellent written and verbal English communication; ability to explain technical issues clearly to non-technical users.

Responsibilities

• Troubleshoot and resolve complex incidents escalated from the Global Helpdesk or junior support team members.
• Diagnose, configure, and repair computer hardware, printers, software, operating systems, and network connectivity issues.
• Provide hands-on and remote support to end users, with professionalism and responsiveness.
• Perform hardware installations, maintenance, and repairs on client devices.
• Maintain clear documentation of incidents and resolutions in ServiceNow.

Skills

Windows OS

Active Directory

Azure AD

ServiceNow

Remote support

Education

AWS/Azure Certification

Tools

Intune

Microsoft Office 365

SharePoint

Zoom/Teams

Job description

The IT Services Specialist delivers advanced troubleshooting and technical support for hardware, software, operating systems, network connectivity, and collaboration tools. This role is accountable for resolving escalated incidents from the Global Helpdesk, managing day-to-day support delivery, and maintaining service quality during the contract term. This is an onsite position with no travel requirement.

As an individual contributor, the successful candidate will demonstrate strong technical proficiency, excellent customer service skills, and reliability in resolving user issues independently. The role prioritizes practical problem-solving, accurate documentation, and timely service delivery.

Must have Certification:

AWS Certified or Azure Certified.

Key Responsibilities

Advanced Support (Tier 2/3)

• Troubleshoot and resolve complex incidents escalated from the Global Helpdesk or junior support team members.
• Diagnose, configure, and repair computer hardware, printers, software, operating systems, and network connectivity issues.
• Provide hands-on and remote support to end users, with professionalism and responsiveness.
• Perform hardware installations, maintenance, and repairs on client devices.
• Maintain clear documentation of incidents and resolutions in ServiceNow.

Operational Service Delivery

• Support employee onboarding and offboarding, including device setup and account provisioning.
• Manage device lifecycle activities: deployment, support, updates, and retirement.
• Configure and support Dell PCs, MacBooks, peripherals, and related hardware.
• Support audio/visual equipment and meeting room technologies (Zoom, Teams).
• Perform administrative tasks in ServiceNow, Active Directory, Azure AD, and SharePoint as needed.
• Manage hardware orders and invoice coding in the financial system.
• Provide onsite support as required for device deployment and user support.

Peer & Process Support

• Assist junior team members with complex troubleshooting and ticket prioritization as requested.
• Identify and elevate recurring technical issues to engineering teams or the team manager.
• Contribute to maintaining accurate asset and software inventory records.
• 3–5 years' hands-on experience troubleshooting and repairing computer hardware, software, network connectivity, and operating systems.
• Strong customer service orientation and interpersonal skills.
• Proficiency with Windows OS (Windows 10+).
• Excellent written and verbal English communication; ability to explain technical issues clearly to non-technical users.
• Ability to work independently and manage priorities in a fast-paced environment.
• Willingness to learn new tools and processes quickly.

Preferred Qualifications

• A+ or Microsoft certification.
• Experience with Mac OS or Linux.
• Familiarity with Active Directory, Azure AD, Intune, Microsoft Office 365, and ServiceNow.
• Basic understanding of TCP/IP, VPN connectivity, and network basics.
• ITIL Foundation certification or equivalent knowledge.
• Experience with Zoom or Teams from an end-user support perspective.

Personal Attributes

• Customer-focused with strong ownership of issue resolution.
• Calm, patient, and reliable under pressure.
• Detail-oriented and process-minded.
• Adaptable to new tools and working environments.