desktop support

About the role

The NCDIT-Transportation organization is seeking a desktop support Expert/Specialist resource for a 12-month engagement to work with our Client Services Team. **TRAVEL REQUIRED**

Responsibilities

• Evaluate IT related incidents and service desk tickets in order to appropriately prioritize and provide appropriate solutions.
• Promote positive customer relationships and mentor teammates to ensure client satisfaction and organizational success.
• Communicate status and progress to customers in a timely professional manner.
• Provide updates on work progress to Customer Support Specialists and the Service Desk using the call tracking system.
• Solve complex problems by collaborating with other analysts and application development teams.
• Collaborate with network infrastructure teams to identify and resolve network issues.
• Create and maintain documentation of processes and procedures for all areas this position is responsible for.
• Implement and maintain IT Security Office requirements and protect data from unauthorized access.

Qualifications

• Skilled in different types of computer hardware, mobile devices, software, peripherals and components, networking protocols and communications (7 years).
• Installing and imaging new computers and loading of appropriate software for customers (7 years).
• Installing local and network printers and other peripherals (7 years).
• Migrating data and user profiles (7 years).
• Documenting process and procedures related to technical support activities (7 years).
• Demonstrates knowledge and a working experience with ServiceNow call tracking system (7 years).