Technical Support Specialist

Location: Rocky Mount, NC (100% On-Site)

About the role

The Technical Support Specialist - Expert serves as an escalated technical resource within the Client Services Team, evaluating complex IT incidents and problem tickets to ensure timely resolution and high customer satisfaction. This role oversees hardware deployments, software imaging, data migrations, and system configurations while collaborating closely with network, data center, and application teams. Additionally, the Specialist leads technical project efforts, maintains operational documentation, and enforces system security policies to protect organizational assets.

Responsibilities

• Incident & Problem Management: Evaluate, prioritize, and resolve complex IT service desk tickets with urgency; communicate progress to customers, support specialists, and service desk personnel using the call tracking system.
• Hardware & Software Deployment: Install, image, and configure new computers, loading appropriate software and deploying new business applications as needed.
• Peripheral & Printer Configuration: Install, configure, and troubleshoot local and network printers alongside other peripheral components.
• Data Migration & Administration: Perform user data and profile migrations during computer replacements, and partner with Data Center Operations for file server storage, data restores, network reservations, and account management (Active Directory, email, NCID, Citrix, etc.).
• Cross-Functional Collaboration: Partner with application development and network infrastructure teams to diagnose customer-level issues, providing technical details to aid in software and hardware resolutions.
• Project Leadership: Direct project workflows, assign tasks based on team strengths, lead collaborative technical efforts, and provide regular progress reports to management.
• Documentation & Process Improvement: Create, maintain, and annually review standard operating procedures, documentation, and technical processes in alignment with Operational Level Agreements (OLAs) and Service Level Agreements (SLAs).
• System Security & Compliance: Implement IT security policies and requirements to protect data and systems against unauthorized access, alteration, or destruction.
• Technical Mentorship & Research: Stay current with emerging technology trends, research technical solutions, and mentor other technicians to solve complex technical challenges.

Requirements

• 7+ years skilled in different types of computer hardware, 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 and configuration of same.
• 7+ years migrating data and user profiles.
• 7+ years documenting process and procedures related to technical field support activities.
• 7+ years demonstrating knowledge and working experience with ServiceNow call tracking system.