Desktop Support Expert/Specialist

Desktop Support Expert/SpecialistPSR Associates is a consulting and talent solutions firm that connects qualified IT professionals with great opportunities. Whether you're looking for a contract or permanent position, we can help you find the right fit for your skills and experience. We have a team of experienced recruiters who know the IT industry inside and out, and we work with you every step of the way to ensure a smooth and successful transition. PSR Connecting Talent, Crafting Success.We are seeking a Desktop Support Expert/Specialist to join our team. The selected candidate will work onsite in Raleigh, North Carolina.Client Services analysts use technical expertise, with an understanding of business and user needs, to evaluate IT-related incidents and service desk tickets in order to appropriately prioritize and provide solutions. A Client Services analyst will promote positive customer relationships and mentor teammates to ensure client satisfaction and organizational success.Client Services takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems. An analyst will communicate status and progress to customers in a timely, professional manner. All analysts will also provide updates on work progress to Customer Support Specialists and the Service Desk using the call tracking system.A qualified candidate will possess significant technical knowledge and serve as a team member with other analysts to help solve complex problems. Skills include proficiency with different types of computer hardware, software, peripherals and components, networking protocols, and communications.A qualified analyst will know how to image new computers and install the appropriate software for customers. The analyst must know how to install local and network printers along with other peripherals such as scanners. An analyst will be responsible for migrating and protecting user data and profiles as computers are replaced.A candidate should be able to show how they stay abreast of current technologies to improve the end users' working environment. A Client Services analyst can identify emerging trends relating to issues and problems, then research and make suggestions for solutions to solve current problems and prevent future problems.Client Services analysts communicate with Data Center Operations when modifying user data storage, DHCP reservations, data restores, and various account creations and modifications (AD, email, NCID, CITRIX, etc.).The Client Services analyst will 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 and provide solutions. A Client Services analyst will also work with network infrastructure teams to identify network issues at the customer level and provide significant technical details to assist in network hardware resolutions.Qualified candidates will have the skill to lead projects that require directing the work of others, with some latitude on actions or decisions. The candidate should be able to lead team efforts at the direction of the local Client Services supervisor and/or other management.This position participates in creating and maintaining documentation of processes and procedures for all areas this position is responsible for (i.e., software installs, profile transfers, PC replacements). This documentation is to be used by team members for operational standards of daily work. This documentation will also be used in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external).It is the responsibility of all Client Services staff to be aware of DOT and DIT security policies, as well as the security issues directly affecting the systems and technology for which this position is responsible.This position is responsible for implementing and maintaining the requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, transferring, or usage in a manner inconsistent with IT Security Policies and standards.*** Please note that any false information on your resume or application could lead to the offer being withdrawn or even termination after hire.***