Technical Specialist- Hybrid role
Company: ARK Solutions, Inc.
Location: Rocky Mount
Posted on: March 18, 2023
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Job Description:
Technical Specialist/Desktop Support Specialist
Hybrid role!!!
Either Webcam Interview or In Person
This request is for a Desktop Support Specialist to assist Client
Services Operations to help support the high number of Service Desk
requests, hardware installations, and customer software support
required for the DMV. **TRAVEL REQUIRED**
**The position will require onsite work. The manager will allow the
candidate to work remotely as much as possible, but field work will
be required in Nash County.
The client is seeking an Expert Specialist resource for a 12-month
engagement to work with the Client Services Team. Client Services
uses technical expertise and understanding of business needs to
evaluate assigned IT incident and problem service desk tickets to
appropriately prioritize and evaluate business impact. Proactively
promotes positive customer relationships and mentors others to
ensure client satisfaction and organizational success. Takes
ownership of customer problems and works with a sense of urgency to
resolve incidents and problems. Communicates status of progress to
the customer. Provides updates on work progress to Customer Support
Specialists and the Service Desk using call tracking system. Has
significant technical knowledge and serves as a resource for other
technicians to help solve complex problems. Skilled in different
types of computer hardware, software, peripherals and components,
networking protocols and communications. Installs and images new
computers and loads appropriate software for customers. Deploys new
business applications as needed. Installs local and network
printers and other peripherals and configuration of same.
Responsible for user data and migration of profiles as computers
are replaced. Stays abreast of current technology in a changing
environment. Identifies emerging trends and issues, researches and
makes suggestions for technical solutions to solve current and
future problems. Uses extensive knowledge to develop and/or
implement information technology solutions to enhance
organizational success. Works with Data Center Operations with user
file server data storage, network reservations, data restores,
various account creations and modifications (AD, email, NCID,
CITRIX, etc.). Works with application development teams to identify
application issues at the customer level and provide technical
detail in order for development teams to accurately identify
problems within applications. Works with network infrastructure
teams to identify network issues at the customer level and provide
significant technical detail to assist in network hardware
resolutions.
Project Management -
Ability to lead projects that require directing the work of others
and with some latitude on actions or decisions. Leads team efforts
and assesses and integrates the skills and strengths of individuals
for project and organizational success. Provides status on project
work to management.
Develop and maintain appropriate documentation for all responsible
areas -
This position is responsible for creating and maintaining all
documentation of process and procedures for all areas this position
is responsible for. This documentation is to be used by team
members for operational standards of daily work. This documentation
will also be used in accordance with Operational Level Agreements
(IT internal) and Service Level Agreements (IT external). All
documentation should be reviewed annually.
System Security -
It is the responsibility of all Technical Services Staff to be
aware of client and ITS security policies, as well as the security
issues directly affecting the systems and technology for which this
position is directly involved. This position is responsible for
implementing requirements of the IT Security Office and protecting
data from unauthorized access, alteration, destruction, or usage in
a manner inconsistent with covered IT Security Policies and
standards.
Skills Matrix:
Skill - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - -
Required / Desired
Amount
of Experience
--- Skilled in different types of computer hardware, software,
peripherals and components, networking protocols and
communications.
Required
7
Years
--- Installing and imaging new computers and loading of appropriate
software for customers.
Required
7
Years
--- Installing local and network printers and other peripherals and
configuration of same.
Required
7
Years
--- Migrating data and user profiles. - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - -
Required
7
Years
--- Documenting process and procedures related to technical field
support activities.
Required
7
Years
--- Demonstrates knowledge and a working experience with ServiceNow
call tracking system.
Required
7
Years
Keywords: ARK Solutions, Inc., Rocky Mount , Technical Specialist- Hybrid role, IT / Software / Systems , Rocky Mount, North Carolina
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