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Desktop Support Specialist

Crescens Inc.

Elizabethtown, NC

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JOB DETAILS
SKILLS
Business Solutions, Business impact analysis (BIA), Call Monitoring, Citrix Product Family, Communications Protocols, Computer Hardware, Computer Security, Computer Software, Customer Relations, Customer Satisfaction, Customer Service Operations, Customer Support/Service, Customer/Client Research, Data Management, Data Migration, Data Storage, Desktop Administration, Documentation, Documentation Standards, Emerging Technology, Establish Priorities, File Server, IT Requirements, Information/Data Security (InfoSec), Mentoring, Network Administration/Management, Network Configuration Management, Network Operations Center, Network Protocols, On Site Support, Operational Support, Peripheral Hardware, Printers, Problem Solving Skills, Project/Program Management, Resolve Customer Issues, Sales Management, Service Level Agreement (SLA), ServiceNow, Software Administration, Software Development, Support Documentation, Technical Support, Trend Analysis, Willing to Travel
LOCATION
Elizabethtown, NC
POSTED
3 days ago
Job Title: Desktop Support Specialist
Location: Elizabethtown, Columbus, Bladen, Sampson County, NC (Onsite)
Duration: 12+ Months
Type: Contract
 
Interview type: In-person interview
Note:
** Travel Required**
**The candidate will be able to expense for any required travel**

Role Overview
This request is for a Desktop Support Specialist to assist Client Services Operations
to help support the high number of Service Desk requests and customer software
support in Elizabethtown and surrounding counties.
The Client is seeking an Expert Specialist resource to work with the Client Services Team. This role supports the high number of Service Desk requests and customer software support needs.
Client Services leverages technical expertise and business understanding to evaluate IT incident and problem service desk tickets, prioritize appropriately, and assess business impact.
Key Responsibilities
Customer Support
  • Proactively promote positive customer relationships and mentor others to ensure client satisfaction and organizational success.
  • Take ownership of customer problems and resolve incidents with urgency.
  • Communicate progress status to customers and provide updates to Customer Support Specialists and the Service Desk using the call tracking system.
  • Serve as a technical resource for other technicians to solve complex problems.
Technical Expertise
  • Skilled in computer hardware, software, peripherals, components, networking protocols, and communications.
  • Install and image new computers, load appropriate software, and deploy new business applications.
  • Install and configure local and network printers and other peripherals.
  • Manage user data and migrate profiles during computer replacements.
  • Stay abreast of current technology, identify emerging trends, and recommend technical solutions.
  • Develop and implement IT solutions to enhance organizational success.
Collaboration
  • Work with Data Center Operations on user file server data storage, network reservations, data restores, and account management (AD, email, NCID, CITRIX, etc.).
  • Partner with application development teams to identify customer-level application issues and provide technical detail for resolution.
  • Collaborate with network infrastructure teams to identify and resolve customer-level network issues.
Project Management
  • Lead projects requiring direction of others, exercising latitude in actions and decisions.
  • Assess and integrate team skills for project and organizational success.
  • Provide project status updates to management.
Documentation
  • Create and maintain documentation of processes and procedures for all responsible areas.
  • Ensure documentation supports operational standards, Operational Level Agreements (internal IT), and Service Level Agreements (external IT).
  • Review documentation annually.
System Security
  • Adhere to DOT and ITS security policies and remain aware of security issues affecting relevant systems and technologies.
  • Implement IT Security Office requirements.
  • Protect data from unauthorized access, alteration, destruction, or misuse in accordance with IT Security Policies and standards .
Required Skills:
  • Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications.
  • Installing and imaging new computers and loading of appropriate software for customers.
  • Installing local and network printers and other peripherals and configuration of same.
  • Migrating data and user profiles.
  • Documenting process and procedures related to technical field support activities.
  • Demonstrates knowledge and a working experience with ServiceNow call tracking system.
  • Comfortable with traveling for the role.

About the Company

C

Crescens Inc.

Crescens Inc. is an industry leader in providing IT staffing services and tailored workforce solutions to meet the demanding expectations and distinctive needs of clients across the United States and Canada.  We have grown tremendously in the past years and have been applauded by our clients for the quality of workforce and the quick turnaround time. We have evolved from good service to great service and all management plans are geared towards quality. 

Our vision is to be the best in Talent Acquisition and strive for excellence consistently by focusing on four performance dimensions; Quality, Efficiency, Cost and Risk.  A satisfied client and candidate are the backbone to our continued success. Headquartered in New Jersey, we are a team with unique expertise to deliver exceptional results to our clients by setting benchmarks and establishing best practices. 

COMPANY SIZE
20 to 49 employees
INDUSTRY
Computer/IT Services
FOUNDED
2002
WEBSITE
http://crescensinc.com/

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