Mid-Level Service Desk Specialist

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 is headed and only reach out when we genuinely believe there's a fit worth exploring.

Location: Raleigh, NC 27610
Duration: 12 Months
Schedule: Hybrid

About the Role

Seeking a Mid-Level Service Desk Specialist to provide technical support to enterprise users and resolve hardware, software, network, and desktop application issues. The role will handle incident and problem tickets, troubleshoot user issues, perform password/account support, and document resolutions in ServiceNow.

Responsibilities

• Provide Tier 1/2 service desk and desktop support to enterprise users.
• Troubleshoot hardware, software, LAN/network, peripherals, and desktop applications.
• Manage incidents, prioritize tickets, and document resolutions using ServiceNow.
• Support Active Directory, email, Citrix, user accounts, file servers, and data restores.
• Communicate technical information effectively to non-technical users.
• Collaborate with application, network, and data center teams to resolve complex issues.
• Create and maintain technical procedures, knowledge documentation, and support processes.
• Identify recurring issues and recommend technical improvements.
• Assist with IT projects and provide status updates to management.
• Follow IT security policies and protect systems and user data.

Requirements

• 3+ years of Service Desk/Desktop Support experience.
• 3+ years of ServiceNow ticket/call tracking experience.
• Strong hardware, software, and network troubleshooting skills.
• Experience with Active Directory and user account support.
• Strong customer service, communication, documentation, and problem-solving skills.
• Ability to work independently, prioritize tasks, and manage multiple incidents.