Job Summary Desktop Support Specialist (Century Center, Raleigh NC)
- Provide onsite desktop support at Century Center, Raleigh, NC, with required travel to Garner and other statewide locations.
- Respond to and resolve service desk and customer IT support requests, prioritizing incidents based on business impact.
- Take ownership of customer issues, ensure timely resolution, and communicate progress to customers and support teams using the ServiceNow call tracking system.
- Install, image, and configure new computers, software, local/network printers, and other peripherals for end-users.
- Migrate user data and profiles during computer replacements or upgrades.
- Serve as a technical resource for other technicians, troubleshooting and resolving complex hardware, software, and networking issues.
- Collaborate with data center, application development, and network infrastructure teams to address user issues and provide technical details.
- Identify emerging technology trends and suggest solutions to enhance organizational IT capabilities.
- Lead or participate in IT projects, directing the work of others as needed and providing status updates to management.
- Develop, maintain, and annually review documentation for processes, procedures, and operational standards in compliance with SLAs/OLAs.
- Ensure information system security by following NCDOT/NCDIT security policies and implementing IT Security Office requirements.
- Maintain up-to-date technical knowledge in a dynamic IT environment.
- Mentor and promote positive relationships with customers and team members to ensure satisfaction and organizational success.
- Comfortable with travel and able to expense travel costs as per company policy.
Required Experience:
- 7 years of experience in desktop support, including hardware, software, networking, imaging, printer setup, data migration, process documentation, and ServiceNow usage.
- Experience traveling for work-related assignments.