IT Service Desk Mid-Level Specialist at NC

Position: IT Service Desk Mid-Level Specialist

Location: Online (Locals preferred)

Client: State of North Carolina

Duration: 12+ Months

Job Description: We are seeking a mid-level IT Service Desk Specialist to join a dynamic team for a 12-month engagement. The role combines technical problem solving with strong customer service, focusing on end-user support, incident management, and knowledge sharing. You'll work with common enterprise tools and applications, help resolve a wide range of hardware/software issues, and contribute to documentation and process improvements to support 10,000+ users.

Key Responsibilities:

• Provide remote and on-site IT support for end users, including hardware, software, and network-related issues; handle password resets and basic desktop administration.
• Use ticketing systems (e.g., ServiceNow) to document, track, and resolve incidents and service requests.
• Collaborate with application and infrastructure teams to identify root causes and support timely resolutions.
• Create and maintain documentation for processes, procedures, and end-user guidance; ensure alignment with internal SLAs and best practices.
• Demonstrate proactive customer service, escalate where appropriate, and mentor peers to improve client satisfaction and team success.

Most Important Technical Skills:

• ServiceNow or similar IT service management tool
• Desktop and software/hardware troubleshooting
• Windows operating systems, AD, Citrix basics
• Password resets and basic security/compliance awareness
• Incident management, problem solving, and user communication

To Apply: Please send your resume to View email address on us.fitly.work with the exact Subject line: Resume Submission