Desktop Support Specialist :: Sanford, NC (Onsite)

Desktop Support Specialist - Sanford, NC

Duration: 12 months (Onsite)

Seeking for a Desktop Support Specialist for Services Operations to support a high volume of Service Desk requests, hardware installations, and customer software support. This role involves leveraging technical expertise to evaluate IT incidents and service desk tickets, ensuring efficient prioritization and resolution.

• Promote positive customer relationships and mentor others to ensure client satisfaction.
• Take ownership of customer problems and resolve incidents with urgency.
• Communicate progress status to customers and update the Service Desk using a call tracking system.
• Possess significant technical knowledge to assist other technicians in solving complex problems.
• Install and image new computers, load appropriate software, and deploy new business applications.
• Install and configure local and network printers and other peripherals.
• Migrate user data and profiles during computer replacements.
• Stay updated with current technology and identify emerging trends to suggest technical solutions.
• Collaborate with Data Center Operations on various technical tasks including data storage and account management.
• Work with application and network teams to identify and resolve issues at the customer level.

Project Management:

• Lead projects with some latitude in actions or decisions.
• Direct team efforts and integrate skills for project success.
• Provide project status updates to management.

Documentation:

• Create and maintain process and procedure documentation for responsible areas.
• Ensure documentation aligns with Operational and Service Level Agreements.
• Review documentation annually.

System Security:

• Be aware of security policies and issues affecting the systems and technology involved.
• Implement IT Security Office requirements to protect data from unauthorized access or usage.

Required Skills and Experience:

• 7 years in computer hardware, software, peripherals, networking protocols, and communications.
• 7 years in installing and imaging new computers and software loading.
• 7 years in installing and configuring printers and other peripherals.
• 7 years in data and user profile migration.
• 7 years in documenting technical support processes and procedures.
• 7 years of experience with the ServiceNow call tracking system.