NC - Desktop Support Expert

The Transportation organization is seeking a skilled Desktop Support Expert/Specialist for a 12-month engagement to join the Client Services team. This role requires providing technical expertise to evaluate IT incidents, resolve service desk tickets, and maintain positive customer relationships while supporting computer hardware, software, and peripherals. Note that travel is required for this position.

Active Job Duties

• Evaluate IT-related incidents and service desk tickets to prioritize and provide effective solutions using technical expertise and business acumen.

• Promote positive customer relationships, take ownership of customer problems, and mentor teammates to ensure client satisfaction.

• Communicate status, progress, and work updates to customers, Customer Support Specialists, and the Service Desk via the call tracking system in a timely, professional manner.

• Troubleshoot, configure, and maintain various computer hardware, mobile devices, software, peripherals, and components, alongside networking protocols and communications.

• Image new computers, install appropriate software, and set up local and network printers and scanners.

• Migrate and protect user data and profiles during computer replacements.

• Research and identify emerging trends to suggest solutions for current problems and prevent future issues.

• Coordinate with Data Center Operations for user data storage modifications, DHCP reservations, data restores, and account creations/modifications (Active Directory, email, NCID, Citrix, etc.).

• Collaborate with application development and network infrastructure teams to identify and resolve customer-level technical issues.

• Lead projects directing the work of others at the direction of supervisors and management.

• Create and maintain operational documentation for processes and procedures (e.g., software installs, profile transfers, PC replacements) in compliance with SLAs and OLAs.

• Implement and maintain security policies to protect data from unauthorized access, alteration, or destruction.

Job Requirements

Required Skills

• 7 Years : Skilled in different types of computer hardware, mobile devices, software, peripherals and components, networking protocols and communications.

• 7 Years : Installing and imaging new computers and loading of appropriate software for customers.

• 7 Years : Installing local and network printers and other peripherals.

• 7 Years : Migrating data and user profiles.

• 7 Years : Documenting process and procedures related to technical support activities.

• 7 Years : Demonstrates knowledge and a working experience with ServiceNow call tracking system.