IT Service Desk Mid-Level Specialist at NC
Elite WorkForce Inc
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
Vacancy posted 2 days ago
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