NCDOT- Specialist- Expert

Software Technology Inc; North Carolina; On-site; USD 42,000 - 64,000; Full time

Job summary

Software Technology Inc. is seeking a Desktop Support Specialist to support Client Services Operations in Edenton and surrounding counties. This on-site role requires travel and focuses on handling Service Desk requests, hardware installations, and customer software support.

You will work with a team to resolve incidents, image new computers, configure printers, migrate user data, and maintain documentation. Travel expenses are reimbursed and on-site presence is expected.

Qualifications

• 7+ years of experience with hardware, software, peripherals and networking.
• 7+ years installing and imaging computers and loading software.
• 7+ years configuring local and network printers and peripherals.
• 7+ years migrating data and user profiles.
• 7+ years documenting technical processes and procedures.
• 7+ years working with ServiceNow call tracking system.
• 7+ years willingness to travel for the role.

Responsibilities

• Assist Client Services Operations to support the high volume of Service Desk requests, hardware installations, and customer software support.
• Install and image new computers and load appropriate software for customers; deploy new business applications; install printers and peripherals.
• Provide updates on work progress to Customer Support Specialists and the Service Desk using the call tracking system.
• Mentor others to ensure client satisfaction and organizational success; take ownership of customer problems with urgency to resolve incidents.
• Develop and maintain documentation for all responsible areas and align with ITIL-level SLAs.
• Collaborate with Data Center Operations, application development, and network teams to resolve customer-level issues.

Skills

Hardware & software

Imaging PCs

Printers & peripherals

Data migration

Documentation

Travel ready

Customer support

Tools

ServiceNow

Job description

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 in Edenton and surrouding counties.

Travel Required

The candidate will be required to work onsite in Edendon and surrouding counties.

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 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

• SkillRequired /DesiredAmountof Experience Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications.Required7Years
• SkillRequired /DesiredAmountof Experience Installing and imaging new computers and loading of appropriate software for customers.Required7Years
• SkillRequired /DesiredAmountof Experience Installing local and network printers and other peripherals and configuration of same.Required7Years
• SkillRequired /DesiredAmountof Experience Migrating data and user profiles.Required7Years
• SkillRequired /DesiredAmountof Experience Documenting process and procedures related to technical field support activities.Required7Years
• SkillRequired /DesiredAmountof Experience Demonstrates knowledge and a working experience with ServiceNow call tracking system.Required7Years
• SkillRequired /DesiredAmountof Experience Comfortable with traveling for the role.Required7Years