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# Desktop Support Specialist - Expert :: Rocky Mount, North Carolina

- **Company:** Morph Enterprise
- **Location:** Rocky Mount, NC, United States (Remote available)
- **Contract:** Permanent contract
- **Skills:** Active Directory, Software Applications, Business Software, Cyber Security, Computer Networks, Computer-Generated Imagery, Data Centers, Data Transmissions, File Server, IBM Hardware Management Console, Issue Tracking Systems, Network Architecture, Network Connections, Network Protocols, Citrix Systems, Software Engineering, User Environment Management, Software Troubleshooting, Peripherals, Computer Equipment, Information Technology
- **Published:** October 22, 2026
- **Apply:** https://www.careerjet.com/jobad/us3701ad596fed87730a6be52da6427e59

## About the Role

Strong experience in desktop support, deskside support, or enterprise IT technical support.
Hands-on experience troubleshooting computer hardware, software, operating systems, and peripherals.
Experience with computer imaging, deployment, software installation, and device replacement.
Knowledge of Active Directory and user account administration.
Experience supporting email, Citrix, file servers, and user access issues.
Understanding of network protocols, connectivity troubleshooting, and network communications.
Experience with service desk ticketing systems, incident prioritization, and issue resolution.
Ability to migrate user profiles and data during computer replacements.
Strong problem-solving, communication, documentation, and customer service skills.
Ability to work independently on complex technical issues and collaborate with cross-functional IT teams.
Experience mentoring technical staff and coordinating projects. Preferred Qualifications
Experience supporting large enterprise or government IT environments.
Experience with IT service management processes, SLAs, and OLAs.
Knowledge of IT security policies and endpoint security practices.
Experience developing standard operating procedures and technical documentation.
Demonstrated ability to lead technical initiatives and improve IT support operations. Work Location and Requirements
Location: NCDMV Headquarters, Rocky Mount, North Carolina.
Work Arrangement: On-site; remote work is not indicated for this position.
Travel: Required as part of the assignment.
Candidates must be comfortable providing hands-on technical support and coordinating with multiple IT teams. Ideal Candidate Profile
The ideal candidate is a senior-level desktop support professional with strong technical troubleshooting skills, experience supporting enterprise end users, and the ability to take ownership of complex incidents. The candidate should also demonstrate technical leadership, project coordination, documentation, and a commitment to customer service and IT security.
Note: Minimum years of experience, education requirements, contract duration, and work authorization requirements were not specified in the provided job details.

## Description

We are seeking an experienced Desktop Support Specialist Expert to support Client Services Operations at the NCDMV Headquarters in Rocky Mount, North Carolina. The selected candidate will provide advanced technical support for end-user computing, hardware installations, software applications, service desk incidents, and IT infrastructure-related issues.
The ideal candidate will have strong hands-on experience in desktop support, computer imaging and deployment, hardware and software troubleshooting, Active Directory, user account administration, network connectivity, and incident management. This role also involves mentoring technical staff, coordinating IT projects, maintaining technical documentation, and ensuring compliance with organizational IT security policies.
This position requires on-site work in Rocky Mount, NC, and travel as needed. Key Responsibilities Desktop Support and Hardware Management
Troubleshoot and resolve desktop, laptop, operating system, software, and peripheral-related issues.
Install, configure, image, and deploy new computers with the appropriate operating systems and business applications.
Install, configure, and maintain local and network printers and other peripheral devices.
Perform computer replacement activities, including user profile migration and data transfer.
Provide advanced technical assistance for complex hardware and software issues. Service Desk and Incident Management
Evaluate, prioritize, and resolve IT incident and problem tickets based on business impact and urgency.
Take ownership of customer issues and ensure timely resolution in accordance with applicable service-level agreements.
Maintain accurate ticket updates, troubleshooting details, and resolution documentation in the call-tracking system.
Communicate incident status and resolution progress to end users, Customer Support Specialists, and the Service Desk.
Maintain positive customer relationships and deliver high-quality technical support. User Account and Infrastructure Support
Coordinate with Data Center Operations to support file server storage, data restoration, network reservations, and related IT services.
Assist with account creation, modification, and troubleshooting for Active Directory, email, NCID, Citrix, and other supported systems.
Troubleshoot user connectivity and network-related issues and collaborate with network infrastructure teams on complex problems.
Work with application development teams to investigate application issues and provide detailed technical findings for root cause analysis.
Identify recurring technical problems and recommend solutions to improve service quality and operational efficiency. Project Management and Technical Leadership
Lead and coordinate technical projects, including computer deployments and other end-user technology initiatives.
Direct and coordinate the work of technical team members as required.
Mentor junior technicians and serve as a technical resource for complex troubleshooting.
Assess team capabilities and coordinate resources to achieve project objectives.
Provide project status updates and communicate progress, risks, and issues to management. Documentation and Process Improvement
Develop, maintain, and update technical procedures, operational standards, and troubleshooting documentation.
Ensure documentation supports consistent daily operations and applicable Operational Level Agreements (OLAs) and Service Level Agreements (SLAs).
Review and update documentation at least annually.
Identify emerging technology trends and recommend improvements to existing IT support processes. IT Security and Compliance
Follow applicable NCDOT, NCDIT, and IT Security Office policies, procedures, and standards.
Protect organizational information and systems against unauthorized access, alteration, destruction, or misuse.
Implement applicable security requirements for supported systems and technologies.
Maintain awareness of security risks affecting end-user devices, applications, accounts, and infrastructure. Required Skills and Qualifications