Senior Desktop Support Specialist

Pay Range: $40.00hr - $45.00hr

Job Overview:

Our client is seeking a Desktop Support Specialist to assist Client Services Operations in supporting service desk requests, hardware installations, and customer software support at headquarters in Rocky Mount, Client. The position requires travel and involves using technical expertise to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and assess business impact. The successful candidate will proactively promote positive customer relationships, mentor others, take ownership of technical problems, and communicate status updates using the ServiceNow call tracking system. Responsibilities include installing and imaging new computers, configuring local and network printers, migrating user data and profiles, and collaborating with Data Center Operations, application development, and network infrastructure teams to resolve customer-level technical issues.

Project Management:

• Ability to lead projects that require directing the work of others with 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.

Develop and Maintain Appropriate Documentation:

• Responsible for creating and maintaining all documentation of processes and procedures for all assigned areas.
• Ensures documentation is utilized by team members for operational standards of daily work.
• Aligns documentation in accordance with Operational Level Agreements and Service Level Agreements.
• Reviews all documentation on an annual basis.

System Security:

• Maintains awareness of organizational security policies and security issues directly affecting assigned systems and technology.
• Implements the requirements of the IT Security Office to protect data from unauthorized access, alteration, destruction, or misuse.