Job Title: Desktop Support Specialist – Expert

Location: Raleigh, NC 27610
Duration: 12 Months
Interview Mode: Webcam or In-Person
Travel: Required

Job Summary

We are seeking an experienced Desktop Support Specialist – Expert to provide advanced technical support in an enterprise IT environment. The ideal candidate will have strong hands-on experience in desktop and laptop troubleshooting, computer imaging, software installation, user profile migration, Active Directory, and network connectivity support.

The candidate will be responsible for resolving complex technical issues, supporting end users, coordinating with infrastructure and application teams, and maintaining secure and reliable IT operations.

Key Responsibilities

• Provide advanced desktop and end-user support for hardware, software, operating system, and peripheral issues.

• Troubleshoot and resolve IT incidents and service desk tickets within established service-level agreements.

• Perform computer imaging, configuration, software installation, deployment, and PC replacement activities.

• Migrate user profiles, files, settings, and data securely during computer upgrades and replacements.

• Install, configure, and troubleshoot local and network printers, scanners, and other peripherals.

• Support user account creation, modification, and access management using Active Directory, email, and Citrix.

• Troubleshoot network connectivity issues involving TCP/IP, DHCP, and related networking technologies.

• Coordinate with infrastructure teams on data restoration, storage changes, account modifications, and network-related issues.

• Collaborate with application development teams to identify and resolve end-user application problems.

• Maintain accurate service desk records and communicate incident status and resolution progress.

• Create and maintain technical documentation, standard operating procedures, and support guidelines.

• Lead assigned technical projects, coordinate team activities, and mentor other support professionals.

• Follow IT security policies and protect organizational systems and data against unauthorized access, modification, or loss.

• Identify recurring technical issues and recommend solutions to improve service quality and prevent future problems.

Required Skills and Qualifications

• Strong experience in desktop support, deskside support, or end-user IT support.

• Hands-on experience troubleshooting desktop and laptop hardware and software.

• Knowledge of Windows operating systems, software installation, and configuration.

• Experience with computer imaging, operating system deployment, and PC refresh activities.

• Expertise in user profile migration and data transfer during computer replacement.

• Experience with Active Directory and user account administration.

• Understanding of networking fundamentals, including TCP/IP and DHCP.

• Experience supporting printers, scanners, and other computer peripherals.

• Familiarity with IT service desk ticketing systems and incident management processes.

• Strong troubleshooting, communication, documentation, and customer service skills.

• Ability to coordinate technical projects and collaborate with cross-functional IT teams.

• Understanding of IT security, data protection, and access control practices.

• Willingness to travel as required.

Preferred Qualifications

• Experience supporting enterprise IT environments.

• Familiarity with Citrix, enterprise email systems, and account access management.

• Experience creating technical documentation and standard operating procedures.

• Ability to troubleshoot complex technical issues independently and recommend preventive solutions.

Contract Details

• Duration: 12 months

• Location: Raleigh, NC 27610

• Travel: Required

• Interview: Webcam or in-person

Interested candidates should have strong hands-on technical support experience, excellent problem-solving abilities, and the ability to deliver reliable IT support in a fast-paced enterprise environment.