NCDOT- Specialist- Expert

OST Workforce; North Carolina; On-site; USD 52,000 - 72,000; Full time

Job summary

OST Workforce is seeking a Desktop Support Specialist to assist Client Services Operations with high volumes of Service Desk requests, hardware installations, and customer software support in Edenton and surrounding counties. Travel and onsite work are required.

The role focuses on resolving incidents, configuring devices, imaging computers, deploying business applications, and coordinating with Data Center/Network teams to ensure user satisfaction and timely problem resolution.

Qualifications

• Knowledge of computer hardware, software, peripherals and networking protocols.
• Experience imaging and deploying new computers and loading software.
• Experience installing printers and configuring peripherals.
• Experience migrating user data and profiles.
• Documenting processes and procedures for IT support.
• Familiar with ServiceNow call tracking system.
• Willingness to travel for the role.

Responsibilities

• Provide expert desktop support and prioritize IT incidents and requests.
• Lead projects and coordinate with team members when needed.
• Create and maintain documentation for IT support processes and standards.
• Contribute to system security and adherence to policies.

Skills

Hardware knowledge and troubleshooting

Imaging and deploying computers

Printers and peripherals setup

Data migration and profile management

Process and procedures documentation

ServiceNow call tracking

Travel for role

Tools

ServiceNow

Job description

Desktop Support Specialist

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 surrounding counties.

Travel Required. The candidate will be required to work onsite in Edenton and surrounding counties and 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.

Key Responsibilities

• 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.

Documentation

• 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

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

Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the supplier to adhere to any applicable compensation laws including payment for overtime hours.