Desktop Support Expert/Specialist (814466) – Raleigh, NC (Day 1 Onsite)

Hi,

We are currently hiring for the Desktop Support Expert/Specialist role (Job ID: 814466) with one of our clients in Raleigh, NC. As a prime vendor to New York State, we support their HBITS (Hourly-Based IT Services) requirements.

Position Details:

• Title: Desktop Support Expert/Specialist
• Duration: 12 Months
• Location: Raleigh, NC (Day 1 Onsite)
• Interview Mode: Single round, Virtual

Job Responsibilities:

This individual will be expected to participate in the following activities:

• Client Services analysts use technical expertise, with understanding of business and user needs, to evaluate IT related incidents and service desk tickets in order to appropriately prioritize and provide appropriate solutions. A Client Services analyst will promote positive customer relationships and mentors’ teammates to ensure client satisfaction and organizational success. Client Services takes ownership of customer problems and works with a sense of urgency to resolve these incidents and problems. An analyst will communicate status and progress to the customers in a timely professional manner. All analysts will also provide updates on work progress to Customer Support Specialists and the Service Desk using the call tracking system. A qualified candidate will possess significant technical knowledge and serves as a team member with other analysts to help solve complex problems. Skills include proficiencies with different types of computer hardware, software, peripherals and components, networking protocols and communications. A qualified analyst will know how to image new computers and install the appropriate software for customers. The analyst must know how to install local and network printers along with other peripherals such as scanners. An analyst will be responsible for migrating and protecting user data and profiles as computers are replaced. A candidate should be able to show how they stay abreast of current technologies to better the end users working environment. A Client Services analyst can identify emerging trends relating to issues and problems, then researches and makes suggestions of solutions to solve current and prevent future problems. Client Services analysts communicate with Data Center Operations when modifying user data storage, DHCP reservations, data restores, various account creations and modifications (AD, email, NCID, CITRIX, etc.). The CS analyst will collaborate with application development teams to identify application issues at the customer level and provide technical detail for development teams to accurately identify problems within applications and provide solutions. Also, a CS analyst will work with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions.

Required Skills & Experience:

• Skilled in different types of computer hardware, mobile devices, 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.
• Migrating data and user profiles.
• Documenting process and procedures related to technical support activities.
• Demonstrates knowledge and a working experience with ServiceNow call tracking system.

If you are interested, please reply with your updated resume, availability, and expected hourly rate.

Looking forward to connecting with you.

Thanks & Regards

Adarsh Shukla

Human Resources Manager