Desktop Support Specialist - Huntersville, NC​/On-site

Desktop Support Specialist

Location:

Huntersville, NC – On-site.

Duration: 12+ Months.

Travel Required.

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 the Huntersville, NC area.

• Work onsite in the Huntersville, NC area.
• Evaluate assigned IT incident and problem service desk tickets and appropriately prioritize based on business impact.
• Proactively promote positive customer relationships and mentor others to ensure client satisfaction and organizational success.
• Takes ownership of customer problems and works with 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, 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 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 for 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 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.

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.

This position is responsible for creating and maintaining all documentation of process and procedures for all areas this position is responsible for. The documentation is used by team members for operational standards of daily work and also in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external). All documentation should be reviewed annually.

All Technical Services Staff must be aware of DOT and ITS security policies and the security issues directly affecting the systems and technology for which this position is 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.