Desktop Support Specialist

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. This position is for a Desktop Support Specialist to assist Client Services Operations in supporting a high volume of Service Desk requests, hardware installations, and customer software support. Client Services uses technical expertise and understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact.

Location: Rocky Mount, NC 27804 (Onsite) | Duration: 6 Months (Possible Extension)

Responsibilities

• Proactively promote positive customer relationships and mentor others to ensure client satisfaction and organizational success.
• Take ownership of customer problems and work with a sense of urgency to resolve incidents and problems; communicate status of progress to the customer.
• Provide updates on work progress to Customer Support Specialists and the Service Desk using the call tracking system.
• Serve as a technical resource for other technicians to help solve complex problems.
• Install and image new computers and load appropriate software for customers; deploy new business applications as needed.
• Install local and network printers and other peripherals and configure them.
• Manage user data and migration of profiles as computers are replaced.
• Stay abreast of current technology; identify emerging trends and issues, research and make suggestions for technical solutions to solve current and future problems.
• Use extensive knowledge to develop and/or implement information technology solutions to enhance organizational success.
• Work with Data Center Operations on user file server data storage, network reservations, data restores, and 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 details for development teams to accurately identify problems within applications.
• Work with network infrastructure teams to identify network issues at the customer level and provide significant technical details to assist in network hardware resolutions.

Requirements

• Project Management: Ability to lead projects that require directing the work of others with some latitude on actions or decisions; lead team efforts and assess and integrate the skills and strengths of individuals for project and organizational success; provide status on project work to management.
• Documentation: Create and maintain all documentation of processes and procedures for all responsible areas. Documentation is used by team members for operational standards of daily work and in accordance with Operational Level Agreements (internal) and Service Level Agreements (external). All documentation must be reviewed annually.
• System Security: Implement requirements of the IT Security Office and protect data from unauthorized access, alteration, destruction, or usage inconsistent with covered IT Security Policies and standards.

Qualifications

• 7 years of experience with different types of computer hardware, 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 and configuring them.
• 7 years of experience migrating data and user profiles.
• 7 years of experience documenting processes and procedures related to technical field support activities.
• 7 years of demonstrated knowledge and working experience with ServiceNow call tracking system.