Desktop Support Specialist

The NCDIT-Transportation Client Services Team is seeking an Expert Desktop Support Specialist to support the high volume of Service Desk requests, hardware installations, and software support at NCDMV Headquarters in Rocky Mount, NC. This position requires a hands-on, onsite presence to ensure smooth operations and provide technical support for both hardware and software solutions. The Desktop Support Specialist will be responsible for managing IT incidents, mentoring junior technicians, troubleshooting complex issues, and assisting with system security measures.

Key Responsibilities:

• Technical Support: Provide hands-on support for hardware, software, peripherals, and networking issues.
• Service Desk Support: Evaluate and prioritize service desk tickets, addressing incidents and problems with urgency and precision. Ensure that client issues are resolved promptly and effectively.
• Customer Relationship Management: Proactively maintain positive relationships with clients, ensuring high levels of customer satisfaction and organizational success.
• Mentorship: Serve as a resource and mentor for junior technicians, providing guidance on complex technical problems.
• Hardware Installation & Configuration: Install, configure, and image new computers and load necessary software. Manage local and network printer installations and configurations.
• Business Application Support: Deploy new business applications as needed and provide ongoing technical support to ensure smooth operation.
• User Data Migration: Manage the migration of user profiles and data when replacing computers.
• Network & Infrastructure Support: Work with network infrastructure teams to identify and resolve network issues. Assist in resolving customer-level network hardware problems.
• File Server and Data Storage: Collaborate with Data Center Operations for user file server data storage, network reservations, data restores, and account modifications (e.g., AD, email, NCID, CITRIX).
• Application Support: Work with application development teams to identify customer-level application issues, providing technical detail to assist in troubleshooting.
• Project Management: Lead technical projects, directing team efforts, integrating team skills, and providing progress reports to management.
• Documentation: Develop, maintain, and update documentation of processes, procedures, and system configurations. Ensure documentation aligns with internal operational standards and external service level agreements (SLAs).
• System Security: Adhere to DOT and ITS security policies, ensuring compliance with IT Security Office requirements. Protect systems from unauthorized access, alteration, or misuse.

Skills & Experience:

• Technical Expertise: Strong knowledge in various types of computer hardware, software, peripherals, and networking protocols.
• Desktop Support: Expertise in installing, configuring, and maintaining computers, printers, and other peripherals.
• Service Desk Management: Experience in evaluating and addressing service desk tickets, ensuring timely resolution of technical issues.
• Project Leadership: Ability to lead and direct team members on technical projects, with some latitude for decision-making.
• Documentation: Proficiency in creating and maintaining comprehensive documentation for IT processes, procedures, and technical standards.
• System Security: Understanding of system security policies, with experience in implementing security measures to protect data and ensure compliance.
• Networking & Infrastructure Support: Experience working with network infrastructure teams to resolve network-related issues and assist in hardware resolutions.
• Software Application Support: Ability to work with application development teams to identify issues and provide detailed technical feedback.

Preferred Qualifications:

• Experience with cloud-based software solutions and deployment.
• Familiarity with ITIL or other IT service management frameworks.
• Certification in desktop support or related IT fields (e.g., CompTIA A , Microsoft Certified Professional).

Job Type: Contract

Pay: $54.00 per hour

Expected hours: 40 per week

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• ServiceNow call tracking system: 7 years (Required)
• Migrating data and user profiles: 7 years (Required)
• Installing local and network printers: 7 years (Required)
• Installing and imaging new computers: 7 years (Required)

License/Certification:

• US citizenship or Green Card (Required)

Work Location: In person

Salary : $54