Desktop Support Specialist

Job Title: Desktop Support Specialist
Location: Raleigh, NC (Onsite)
Duration: 12 + Months
Type: Contract

Job Description

The Desktop Support Specialist will provide advanced technical support for end users across Raleigh, Garner, and statewide locations. The role is responsible for analyzing, prioritizing, and resolving complex service desk incidents and technical issues while ensuring high levels of customer satisfaction. The resource will work closely with Client Services, Data Center Operations, Network Infrastructure, and Application Development teams to troubleshoot hardware, software, networking, and application-related issues.

The position requires strong hands-on experience supporting desktop environments, including computer hardware, operating systems, peripherals, software installations, imaging, user profile migrations, and network connectivity troubleshooting. The specialist will install and configure new computers, deploy business applications, configure printers and peripherals, and assist users with technology-related issues.

The resource will manage incidents and service requests using ServiceNow, provide timely status updates, document resolutions, and maintain technical procedures and operational documentation. The role will also support Active Directory, email, NCID, Citrix, file server access, account management, and user data migration activities.

The Desktop Support Specialist will serve as a technical escalation point for complex issues, mentor junior technicians, identify recurring problems, recommend technical solutions, and contribute to continuous improvement initiatives. The position requires strong communication skills, customer service focus, documentation abilities, and willingness to travel to support statewide locations.

Key Responsibilities

• Provide advanced desktop and technical support for enterprise users across Raleigh, Garner, and statewide locations.
• Troubleshoot and resolve hardware, software, operating system, peripheral, and network connectivity issues.
• Install, configure, and image new computers with required operating systems and applications.
• Perform workstation deployments, software installations, upgrades, and system configurations.
• Install and troubleshoot local and network printers, peripherals, and related equipment.
• Perform user data migration, profile transfers, and computer replacement activities.
• Manage and resolve incidents using ServiceNow ticketing system.
• Analyze service desk tickets, prioritize issues, and evaluate business impact.
• Support Active Directory, email accounts, NCID, Citrix, file servers, and user access requests.
• Collaborate with application, network, and infrastructure teams to resolve complex technical issues.
• Provide technical guidance and mentorship to junior support staff.
• Create and maintain technical documentation, SOPs, troubleshooting guides, and operational procedures.
• Support IT security policies and ensure protection of systems and user data.
• Participate in project activities, deployments, and technology improvement initiatives.
• Travel to customer locations as required for onsite support.

Required Skills

• 7+ years of desktop support / technical field support experience.
• Strong knowledge of computer hardware, software, peripherals, and networking concepts.
• Experience with workstation imaging and software deployment.
• Experience with printer installation and configuration.
• Experience with user profile and data migration.
• Experience working with ServiceNow or similar ITSM ticketing systems.
• Strong troubleshooting and problem-solving skills.
• Excellent customer service and communication skills.
• Ability to work onsite and travel as required.

Preferred Skills

• Experience supporting enterprise/state government environments.
• Experience with Active Directory, Citrix, Microsoft Windows environments, and enterprise applications.
• Experience creating technical documentation and operational procedures.
• Experience mentoring junior technical staff.