Desktop Support
Company: Crescens Inc.
Location: Rocky Mount
Posted on: May 28, 2023
Job Description:
Job title : Desktop Support
Location : Raleigh NC
Duration : 12 months
Type: contract
**TRAVEL REQUIRED**
***THIS POSITION IS ONSITE IN RALEIGH, NC**
Job Description :
The Client organization is seeking a desktop support
Expert/Specialist resource for a 12-month engagement to work with
our Client Services Team.
-
Complete Description:
- The Client organization is seeking a desktop support
Expert/Specialist resource for a 12-month engagement to work with
our Client Services Team. **TRAVEL REQUIRED** ***THIS POSITION IS
ONSITE IN RALEIGH, NC. Client Services analysts use technical
expertise, with understanding of business and user needs, to
evaluate IT related incidents and service desk tickets in order to
appropriately prioritize and provide appropriate
solutions.
- A Client Services analyst will promote positive customer
relationships and mentors' teammates to ensure client satisfaction
and organizational success.
- Client Services takes ownership of customer problems and works
with a sense of urgency to resolve these incidents and problems. An
analyst will communicate status and progress to the customers in a
timely professional manner. All analysts will also provide updates
on work progress to Customer Support Specialists and the Service
Desk using the call tracking system. A qualified candidate will
possess significant technical knowledge and serves as a team member
with other analysts to help solve complex problems. Skills include
proficiencies with different types of computer hardware, software,
peripherals and components, networking protocols and
communications.
- A qualified analyst will know how to image new computers and
install the appropriate software for customers. The analyst must
know how to install local and network printers along with other
peripherals such as scanners. An analyst will be responsible for
migrating and protecting user data and profiles as computers are
replaced. A candidate should be able to show how they stay abreast
of current technologies to better the end users working
environment. A Client Services analyst can identify emerging trends
relating to issues and problems, then researches and makes
suggestions of solutions to solve current and prevent future
problems.
- Client Services analysts communicate with Data Center
Operations when modifying user data storage, DHCP reservations,
data restores, various account creations and modifications (AD,
email, NCID, CITRIX, etc.). The CS analyst will collaborate with
application development teams to identify application issues at the
customer level and provide technical detail for development teams
to accurately identify problems within applications and provide
solutions. Also, a CS analyst will work 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: Qualified candidates will have the skill to
lead projects that require directing the work of others with some
latitude on actions or decisions. The candidate should be able to
lead team efforts, at the direction of the local Client Services
supervisor and/or other management. Documentation: This position
participates in creating and maintaining documentation of processes
and procedures for all areas this position is responsible for (i.e.
- software installs, profile transfers, PC replacements). 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). System Security: It is the responsibility
of all Client Services staff to be aware of DOT and DIT security
policies, as well as the security issues directly affecting the
systems and technology for which this position is responsible. This
position is responsible for implementing and maintaining the
requirements of the IT Security Office and protecting data from
unauthorized access, alteration, destruction, transferring or usage
in a manner inconsistent with IT Security Policies and
standards.
Required Skills:
- Skilled in different types of computer hardware, mobile
devices, software, peripherals and components, networking protocols
and communications.
- Installing and imaging new computers and loading of appropriate
software for customers.
- Installing local and network printers and other peripherals and
configuration of same.
- Migrating data and user profiles.
- Documenting process and procedures related to technical field
support activities.
- Demonstrates knowledge and a working experience with ServiceNow
call tracking system.
Keywords: Crescens Inc., Rocky Mount , Desktop Support, Other , Rocky Mount, North Carolina
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