Desktop Support Specialist

Job Summary:

The NCDOT Specialist - Expert is a senior Desktop Support Specialist role based in Sanford, NC, focused on providing advanced technical support for hardware, software, and network issues. This position involves managing high volumes of service desk requests, installing and imaging computers, deploying business applications, and ensuring customer satisfaction through proactive problem resolution and mentoring. The role requires collaboration with various IT teams, project leadership, and adherence to security policies to support organizational success. Responsibilities:

• Evaluate and prioritize IT incident and problem service desk tickets based on business impact.
• Provide advanced technical support for computer hardware, software, peripherals, and networking protocols.
• Install, image, and configure new computers and deploy business applications.
• Install and configure network printers and other peripherals.
• Migrate user data and profiles during computer replacements.
• Maintain positive customer relationships and mentor junior technicians.
• Communicate status updates to customers and internal teams using call tracking systems.
• Collaborate with Data Center Operations, application development, and network infrastructure teams to resolve complex issues.
• Lead projects, direct team efforts, and provide progress reports to management.
• Create and maintain documentation of processes and procedures for technical support activities.
• Implement IT security policies and protect data according to organizational standards.

Required Skills & Certifications:

• Minimum 7 years of experience with computer hardware, software, peripherals, and networking protocols.
• Proficient in installing and imaging computers and loading appropriate software.
• Experienced in installing and configuring network printers and peripherals.
• Skilled in migrating user data and profiles.
• Experience documenting technical processes and procedures.
• Working knowledge of ServiceNow or similar call tracking systems.
• Ability to travel as required for the role.
• Strong understanding of IT security policies and data protection practices.

Preferred Skills & Certifications:

• Project management experience with the ability to lead teams and manage projects.
• Experience working with Active Directory, email systems, NCID, and CITRIX account management.
• Familiarity with data center operations including file server data storage and network reservations.
• Knowledge of emerging technology trends and ability to recommend technical solutions.

Special Considerations:

• All work must be performed on-site in Sanford, NC.
• Absences greater than two weeks require prior approval and contact information must be provided.
• Strict adherence to IT security policies and internal operational level agreements.
• Must be able to work under a sense of urgency and take ownership of customer problems.

Scheduling:

• Standard business hours with possible requirements to meet project deadlines or urgent support needs.
• Travel as required to support hardware installations and customer software support.