Senior IT Support & Incident Resolution Lead

vTech Solution; North Carolina; On-site; USD 70,000 - 95,000; Full time

Job summary

vTech Solution is seeking a Specialist- Expert to support the Client Services Team by handling a high volume of service desk requests, performing hardware installations, and providing customer software support. The role requires deep technical expertise, mentorship capabilities, and full ownership of incident resolution while maintaining strong customer relationships.

The assignment duration is 11 months; onsite in North Carolina.

Qualifications

• 7 years of experience with diverse computer hardware, software, peripherals, and networking protocols.
• 7 years of experience installing and imaging computers and loading software for customers.
• 7 years of experience installing network printers and peripherals.
• 7 years of experience migrating user data and profiles.
• 7 years of experience documenting technical field support processes.
• 7 years of experience using ServiceNow call tracking system.
• Willingness to travel to Edenton and surrounding counties.

Responsibilities

• Evaluate and prioritize IT incident and problem tickets based on business impact.
• Take ownership of customer problems and resolve incidents promptly.
• Communicate progress to customers, Support Specialists, and Service Desk via call tracking system.
• Serve as a technical resource and mentor junior technicians on complex issues.
• Install and image new computers, load software, and deploy business applications.
• Install and configure network printers and other peripherals.
• Manage user data and profile migration during computer replacements.
• Track emerging technology trends and recommend solutions.
• Collaborate with Data Center Operations on file storage, network reservations, data restores, and account management.
• Work with application development and network infrastructure teams to diagnose customer-level issues.
• Lead projects, direct team efforts, and report status to management.
• Create and maintain documentation of processes and procedures, reviewed annually.
• Adhere to DOT/ITS security policies and safeguard data per IT Security Office standards.

Skills

Hardware knowledge

Software deployment

Printer setup

Data migration

Documentation

Mentoring

Project leadership

Tools

ServiceNow

Job description

vTech Solution is seeking a Specialist- Expert to support the Client Services Team by handling a high volume of service desk requests, performing hardware installations, and providing customer software support. The role requires deep technical expertise, mentorship capabilities, and full ownership of incident resolution while maintaining strong customer relationships.

The assignment duration is 11 months; onsite in North Carolina.