Sr IT Field Support Specialist

Intellibee; Rocky Mount (NC); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Long-Term Stability

Health Coverage

401(k) program

Green Card assistance

Job summary

IntelliBee is seeking a Sr IT Field Support Specialist in Rocky Mount, NC. The role focuses on incident/problem evaluation, customer relationship management, and mentoring teammates to ensure client satisfaction.

Responsibilities include deploying software, imaging devices, managing printers, and data migrations while collaborating with Data Center Operations and application/network teams. The candidate should have extensive hardware/software knowledge and a strong understanding of IT security

Qualifications

• 7+ years of experience with hardware, software, peripherals and networking.
• Installing and imaging new computers and loading software for customers.
• Setting up local and network printers and other peripherals.
• Migrating data and user profiles across devices.
• Documenting processes and procedures for technical field support activities.
• Demonstrated knowledge and experience with the ServiceNow call tracking system.

Responsibilities

• Lead projects that require directing the work of others and coordinate team efforts.
• Develop and maintain documentation for all responsibilities and procedures.
• Ensure IT security policies are followed and data is protected.
• Maintain knowledge of current technologies and advise on solutions for future problems.

Skills

Hardware and peripherals

Systems installation & imaging

Printer setup & configuration

Data migration

Documentation of processes

ServiceNow familiarity

Tools

ServiceNow

Job description

Sr IT Field Support Specialist, Rocky Mount, NC, US

Specialist- Expert

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 annualy.

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.

Skill Matrix:

• Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications. Required 7 Years
• Installing and imaging new computers and loading of appropriate software for customers. Required 7 Years
• Installing local and network printers and other peripherals and configuration of same. Required 7 Years
• Migrating data and user profiles. Required 7 Years
• Documenting process and procedures related to technical field support activities. Required 7 Years
• Demonstrates knowledge and a working experience with ServiceNow call tracking system. Required 7 Years

Benefits at IntelliBee

• Long-Term Stability: Join us on a multi-year opportunities with room to grow.
• Comprehensive Health Coverage: Access quality healthcare benefits to keep you and your family well.
• Future Planning: Enroll in our 401(k) program and invest in your financial security.
• GC Assistance: We support immediate Green Card processing, if required.