Desktop Support Specialist

DataStaff, Inc is in need of a Desktop Support Specialist for a long-term contract opportunity with one of our direct clients located in Raleigh, NC.
*This position is hybrid.
*State wide travel required.
Responsibilities

• Help support the high number of telephone requests/incidents required for the statewide efforts
• Proactively promotes positive customer relationships and mentors others to ensure client satisfaction and organizational success.
• Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems.
• Serves as the lead and primary contact providing leadership and assistance for the statewide telephony services to the associated field offices.
• Provide support and configuration of the telephone equipment as well as adding, modifying, and deleting users, adding services, installing lines and moving users.
• Manage the telephony efforts (moves, adds and changes), and to work with our partner agency as a liaison to help them in the design, installation, testing, maintenance, upgrade, route tickets, and troubleshooting of the telephony systems.
• Site surveys and design of field telephony infrastructure.
• Serve as the escalation contact for all telephony issues.
• Assist with computer network field infrastructure as needed.
• Technical knowledge and hands on support installing, testing, troubleshooting, maintaining, and upgrading telephone infrastructure cabling and equipment.
• Leading telephony incident and problem resolution through the Helpdesk (ServiceNow), and management or other on-site contacts.
• Provides call reporting and changing of telephony configurations (move, add, change, delete) such as user skills related to the phone system.
• Will research and consult on communication problems with other IT professionals and update management on status as needed.
• Ability to lead projects that require working with multiple teams and with some 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.
• Creating and maintaining all documentation of process and procedures for all areas this position is responsible for.
• This documentation is to be used by team members for operational standards of daily work. This documentation will also be used in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external).
• All documentation should be reviewed annually.
• Documentation will also be used by this position to train users in the field on new phones and the features that they have.
• Implementing requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards.
• It is the responsibility of all staff to be aware of security policies, as well as the security issues directly affecting the systems and technology for which this position is directly involved.

Required Skills:

• 7 Years - Serves as the primary contact and an escalation contact for telephony services.
• 7 Years - Basic telephony systems configuration, troubleshooting and responsible for generating reporting.
• 7 Years - Provide training to non-technical users in the field on telephone systems.
• 7 Years - Ability to research and consult on communication problems with other IT professionals.
• 7 Years - Ability to organize and follow simple to moderately complex and/or detailed technical procedures.
• 7 Years - Documenting process and procedures related to technical field support activities.
• 7 Years - Demonstrates knowledge and a working experience with ServiceNow call tracking system.
• 7 Years - Ability to effectively communicate with external partners (AT&T, CenturyLink, etc.) to provide guidance on infrastructure needs.

This opportunity is available on a corp-to-corp basis or as a W2 position with a competitive benefits package. DataStaff, Inc. offers medical, dental, and vision coverage options as well as paid vacation, sick, and holiday leave. As many of our opportunities are long-term, we also have a 401k program available for employees after 6 months.