NCDOT- Specialist- Expert

7 years of experience in desktop support, including hardware, software, networking, imaging, printer setup, data migration, process documentation, and ServiceNow usage. - Take ownership of customer issues, ensure timely resolution, and communicate progress to customers and support teams using the ServiceNow call tracking system.

Job Summary Desktop Support Specialist (Century Center, Raleigh NC)

- Provide onsite desktop support at Century Center, Raleigh, NC, with required travel to Garner and other statewide locations.
- Respond to and resolve service desk and customer IT support requests, prioritizing incidents based on business impact.
- Take ownership of customer issues, ensure timely resolution, and communicate progress to customers and support teams using the ServiceNow call tracking system.
- Install, image, and configure new computers, software, local/network printers, and other peripherals for end-users.
- Migrate user data and profiles during computer replacements or upgrades.
- Serve as a technical resource for other technicians, troubleshooting and resolving complex hardware, software, and networking issues.
- Collaborate with data center, application development, and network infrastructure teams to address user issues and provide technical details.
- Identify emerging technology trends and suggest solutions to enhance organizational IT capabilities.
- Lead or participate in IT projects, directing the work of others as needed and providing status updates to management.
- Develop, maintain, and annually review documentation for processes, procedures, and operational standards in compliance with SLAs/OLAs.
- Ensure information system security by following NCDOT/NCDIT security policies and implementing IT Security Office requirements.
- Maintain up-to-date technical knowledge in a dynamic IT environment.
- Mentor and promote positive relationships with customers and team members to ensure satisfaction and organizational success.
- Comfortable with travel and able to expense travel costs as per company policy.

Required Experience:
- 7 years of experience in desktop support, including hardware, software, networking, imaging, printer setup, data migration, process documentation, and ServiceNow usage.
- Experience traveling for work-related assignments.