Senior Desktop Support Specialist || Raleigh, NC (Onsite)

[andyh...@gmail.com]

Hi All,

Hope you are doing well.        

Please find the requirement below, if you find yourself comfortable with the requirement. Please reply with your updated resume to an...@highcloudsolutions.com

Title: Senior Desktop Support Specialist (ID: 732365)

Location: Raleigh, NC (Onsite) 

Description:

1. Assessment of IT Incidents and Problems:
   • Utilize technical expertise to evaluate assigned IT incident and problem service desk tickets.
   • Prioritize and assess business impact effectively.
   • Employ a proactive approach to maintain positive customer relationships.
2. Ownership and Resolution of Incidents:
   • Take ownership of customer problems and work urgently towards resolution.
   • Communicate progress status to customers promptly.
   • Provide updates on work progress to Customer Support Specialists and the Service Desk using call tracking system.
3. Technical Resource and Mentorship:
   • Serve as a significant technical resource for other technicians.
   • Mentor others to ensure client satisfaction and organizational success.
4. Hardware and Software Management:
   • Install and image new computers, loading appropriate software for customers.
   • Install local and network printers, peripherals, and configure them accordingly.
   • Responsible for user data migration and profile management during computer replacements.
5. Stay Updated with Technology:
   • Stay abreast of current technology trends and developments.
   • Identify emerging trends and issues, researching and suggesting technical solutions.
6. Collaboration and Communication:
   • Collaborate with Data Center Operations, application development teams, and network infrastructure teams.
   • Identify and resolve application and network issues at the customer level.
   • Provide technical details to facilitate problem resolution by respective teams.
7. Project Management:
   • Lead projects involving the direction of work and team efforts.
   • Assess and integrate the skills and strengths of individuals for project and organizational success.
   • Provide project status updates to management.
8. Documentation and Compliance:
   • Develop and maintain documentation for all responsible areas, including processes and procedures.
   • Ensure documentation is reviewed annually and used for operational standards.
   • Adhere to Operational Level Agreements and Service Level Agreements.
9. System Security:
   • Implement IT Security Office requirements to protect data from unauthorized access, alteration, or destruction.
   • Adhere to DOT and ITS security policies and standards.

Main Skills:

• Proficiency in various computer hardware, software, peripherals, networking protocols, and communications.
• Experience in installing and imaging new computers, loading appropriate software, and configuring peripherals.
• Data migration and user profile management expertise.
• Documentation skills related to technical field support activities.
• Working experience with ServiceNow call tracking system.
• Project management skills.
• Strong communication and collaboration abilities.
• Knowledge of system security policies and implementation.

 

Best Regards,

Andy
Ph: 612-454-5743