Desktop Support Specialist - Expert (Hardware / Imaging / ServiceNow)
Changing Technologies
Sanford, NC, United States
18 days ago
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Role details
Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Experience level
Expert
Experience required
7 years minimum
Compensation
$116,085.0
Working hours
Regular working hours
Job source
Tech stack
Computer Networks
Computer-Generated Imagery
Computer Telephony Integration
Data Centers
Data Migration
File Server
Network Architecture
Network Protocols
Citrix Systems
Software Engineering
Peripherals
Computer Equipment
+1 more
Servicenow
Job description
- Evaluate assigned IT incident and problem tickets, set priority, and judge business impact
- Own customer problems, work with urgency until they are resolved, and keep customers updated
- Update Customer Support Specialists and the Service Desk on progress in the call tracking system
- Install and image new computers and load the right software for each customer
- Install and configure local and network printers and other peripherals
- Migrate user data and profiles when computers are replaced
- Deploy new business applications as needed
- Work with Data Center Operations on file server storage, network reservations, data restores, and account creation and changes (AD, email, NCID, Citrix)
- Give application development and network infrastructure teams the technical detail they need to fix issues found at the customer level
- Lead projects that direct the work of others and report project status to management
- Create and maintain process and procedure documentation, reviewed annually, in line with OLAs and SLAs
- Follow DOT and ITS security policies and protect data from unauthorized access
- Track new technology trends and recommend technical solutions for current and future problems, * Must be authorized to work in the United States for the duration of the assignment
- CTI participates in E-Verify; employment eligibility for all hires is verified in compliance with applicable state and federal requirements
- This is a W2 engagement only. We do not work with 1099 or Corp-to-Corp (C2C) arrangements, and third-party or agency submissions will not be considered
Requirements
- 7+ years with computer hardware, software, peripherals and components, networking protocols, and communications
- 7+ years installing and imaging new computers and loading software for customers
- 7+ years installing and configuring local and network printers and other peripherals
- 7+ years migrating data and user profiles
- 7+ years documenting processes and procedures for technical field support
- 7+ years of hands-on experience with the ServiceNow call tracking system
- Comfortable traveling to customer sites for the role, * Desktop support / field technical support: 7 years (Required)
- Computer imaging and deployment: 7 years (Required)
- ServiceNow: 7 years (Required)
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