IT Support Specialist - Elizabethtown, North Carlonia

Client 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 and provides updates on work progress to Customer Support Specialists and the Service Desk using the 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 configures them. Responsible for user data and migration of profiles as computers are replaced.

Stays abreast of current technology, 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 on user file server data storage, network reservations, data restores, and various account creations and modifications (AD, email, NCID, CITRIX, etc.). Works with application development teams to identify customer-level application issues and provides technical detail so development teams can accurately identify problems within applications. Works with network infrastructure teams to identify network issues at the customer level and provides significant technical detail to assist in network hardware resolutions.

Ability to lead projects that require directing the work of others 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: responsible for creating and maintaining all process and procedure documentation for the areas managed. This documentation is used by team members for operational standards of daily work and in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external). All documentation should be reviewed annually.

Responsible for being aware of DOT and ITS security policies and the security issues directly affecting the systems and technology for which this position is involved. 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.

• Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications.
• Installing and imaging new computers and loading appropriate software for customers.
• Installing local and network printers and other peripherals and configuring them.
• Migrating data and user profiles.
• Documenting process and procedures related to technical field support activities.

• Demonstrates knowledge and working experience with Service Now call tracking system.
• Comfortable with traveling for the role.