Senior Desktop Support Specialist (Expert Level)

Incept Data Solutions is seeking an experienced Desktop Support Specialist to join the Client Services team supporting a North Carolina state transportation agency’s headquarters in Rocky Mount. You’ll help the team keep up with a high volume of service desk requests, hardware installations, and software support for agency staff.

This is a senior-level role. Beyond resolving tickets, you’ll serve as a technical resource for other technicians, help lead projects, and own the documentation the team uses day to day.

WHAT YOU’LL DO

• Work incident and problem tickets in ServiceNow, prioritizing by business impact and keeping customers updated through resolution

• Image and set up new computers and load required software and business applications

• Install and configure local and network printers and other peripherals

• Migrate user data and profiles during computer replacements

• Support account creation and changes (Active Directory, email, Citrix, and state identity accounts), data restores, and file storage requests

• Partner with application and network teams, providing the technical detail they need to diagnose user-reported issues

• Mentor other technicians and help solve complex problems

• Lead small projects and report status to management

• Create and maintain process and procedure documentation, reviewed annually

• Follow agency IT security policies to protect data and systems, This role is fully on-site in Rocky Mount; some travel may be required, with approved expenses reimbursed

Supporting a range of computer hardware, software, peripherals, and components, plus networking protocols and communications

• Imaging new computers and loading software

• Installing and configuring local and network printers and peripherals

• Migrating user data and profiles

• Documenting processes and procedures for technical field support

• Hands-on experience with ServiceNow for ticket tracking

PREFERRED QUALIFICATIONS

• Experience with SCCM/MECM, Intune/Autopilot, or MDT imaging tools

• Active Directory and Citrix administration support

• Experience supporting state government or public-sector organizations

• Experience leading hardware refresh or deployment projects

Pay: $32.00 - $36.00 per hour

Expected hours: 40.0 per week

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Retirement plan
• Vision insurance