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Job Description

The NCDIT-Transportation is seeking an desktop support resource for an 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. Responsibilities include:

• 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.

• 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.

• 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.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• Skilled in different types of computer hardware, 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.