Mid-Level IT Service Desk Specialist – Remote

STI; Raleigh (NC); Hybrid; USD 70,000 - 90,000; Full time

Job summary

NCDOT is seeking a Mid-Level Specialist for the Service Desk Team in Raleigh, NC. The role focuses on evaluating IT incidents, resolving hardware and software issues, and communicating technical information to non-technical users.

You will document work, manage tickets in ServiceNow, and coordinate with stakeholders to restore services quickly. You may start remotely while staff work from home, but onsite training is required on day one and periodic onsite work will be expected as staff return

Qualifications

• Ability to work independently to analyze customer needs and resolve technical problems.
• Strong written and verbal communication for non-technical users.
• Experience with service desk or IT incident management is helpful.

Responsibilities

• Evaluate IT incident and problem tickets and prioritize by business impact.
• Troubleshoot hardware and software problems on LANs and PCs.
• Enter information into ServiceNow and monitor service requests.
• Provide end-user password resets and assist users via phone/email.
• Promote customer relationships and own incidents to resolution.

Skills

Technical troubleshooting

Customer service

Communication

ServiceNow

Tools

ServiceNow

Active Directory

Citrix

Networking basics

Job description

NCDOT is seeking a Mid-Level Specialist for the Service Desk Team in Raleigh, NC. The role focuses on evaluating IT incidents, resolving hardware and software issues, and communicating technical information to non-technical users.

You will document work, manage tickets in ServiceNow, and coordinate with stakeholders to restore services quickly. You may start remotely while staff work from home, but onsite training is required on day one and periodic onsite work will be expected as staff return