Desktop Support

About the role

HonorVet Technologies is a Service-Disabled Veteran-Owned IT staffing firm, ISO 9001 and ISO 27001 certified, working with federal agencies, state governments, and Fortune 500 enterprise clients across the US. We take the time to understand where a professional like you are headed and only reach out when we genuinely believe there's a fit worth exploring.

Client is seeking a Desktop Support Expert/Specialist resource to work with the client Services Team. Client Services analysts use technical expertise, with understanding of business and user needs, to evaluate IT related incidents and service desk tickets to appropriately prioritize and provide appropriate solutions. A Client Services analyst will promote positive customer relationships and mentors teammates to ensure client satisfaction and organizational success. Client Services takes ownership of customer problems and works with a sense of urgency to resolve these incidents and problems. An analyst will communicate status and progress to the customers in a timely professional manner. All analysts will also provide updates on work progress to Customer Support Specialists and the Service Desk using the call tracking system.

Location: Raleigh, NC 27610 (Onsite) | Duration: 12 Months | Travel Required

Responsibilities

• Possess significant technical knowledge and serve as a team member with other analysts to help solve complex problems.
• Demonstrate proficiencies with different types of computer hardware, software, peripherals and components, networking protocols and communications.
• Image new computers and install the appropriate software for customers.
• Install local and network printers along with other peripherals such as scanners.
• Migrate and protect user data and profiles as computers are replaced.
• Stay abreast of current technologies to better the end users' working environment.
• Identify emerging trends relating to issues and problems, research and make suggestions of solutions to solve current and prevent future problems.
• Communicate with Data Center Operations when modifying user data storage, DHCP reservations, data restores, various account creations and modifications (AD, email, CITRIX, etc.).
• Collaborate with application development teams to identify application issues at the customer level and provide technical detail for development teams to accurately identify problems within applications and provide solutions.
• Work with network infrastructure teams to identify network issues at the customer level and provide significant technical details to assist in network hardware resolutions.

• Project Management: Lead projects that require directing the work of others with some latitude on actions or decisions; lead team efforts at the direction of the local Client Services supervisor and/or other management.
• Documentation: Create and maintain documentation of processes and procedures for all areas of responsibility (software installs, profile transfers, PC replacements) for operational standards, Operational Level Agreements (internal) and Service Level Agreements (external).
• System Security: Be aware of Client's security policies and security issues directly affecting systems and technology; implement and maintain requirements of the IT Security Office; protect data from unauthorized access, alteration, destruction, transferring or usage inconsistent with IT Security Policies and standards.

Requirements

• 7 years of experience and skills in different types of computer hardware, mobile devices, software, peripherals and components, networking protocols and communications.
• 7 years of experience installing and imaging new computers and loading appropriate software for customers.
• 7 years of experience installing local and network printers and other peripherals.
• 7 years of experience migrating data and user profiles.
• 7 years of experience documenting processes and procedures related to technical support activities.
• 7 years of demonstrated knowledge and working experience with ServiceNow call tracking system.