Desktop Support Specialist - Huntersville, NC/On-site

Desktop Support Specialist Huntersville, NC • On-site • Travel required • 12+ months This role supports the Client Services Operations by addressing a high volume of Service Desk requests, performing hardware installations, and providing software support in Huntersville, NC. The specialist works onsite and collaborates with Client Services and technical teams to resolve incident tickets, maintain system integrity, and enhance customer satisfaction. Responsibilities Evaluate IT incident and problem tickets, prioritize them, and assess business impact. Proactively promote positive customer relationships and mentor others to ensure client satisfaction and organizational success. Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems. Communicate status of progress to the customer and provide updates to Customer Support Specialists and the Service Desk using a call tracking system. Serve as a resource for other technicians to help solve complex problems, leveraging extensive technical knowledge of computer hardware, software, peripherals, components, networking protocols, and communications. Install and image new computers, load appropriate software for customers, and deploy new business applications as needed. Install local and network printers and configure them. Handle user data migration and profile transfer when computers are replaced. Stay abreast of current technology and identify emerging trends, research, and suggest technical solutions to address current and future problems. 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/modifications (AD, email, NCID, CITRIX, etc.). Collaborate with application development teams to identify application issues at the customer level and provide technical detail for accurate problem identification within applications. Collaborate with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to aid in hardware resolutions. Lead projects that require directing the work of others, assess and integrate the skills and strengths of individuals for project and organizational success, and provide status updates on project work to management. Create and maintain documentation of processes and procedures for all responsible areas. Ensure documentation is used by team members for operational standards and is reviewed annually in accordance with IT internal and external Service Level Agreements. Implement IT Security Office requirements, protect data from unauthorized access, alteration, destruction, or usage inconsistent with covered IT Security Policies and Standards, and remain aware of DOT and ITS security policies. #J-18808-Ljbffr Software Technology, Inc.