** This position is hybrid. 3 days on-site each week in Raleigh, NC. ** Our direct client has an opening for Desktop Support Specialist # 712203. This position is for 12+ months, with option of extension, and will be worked in a hybrid schedule – 3 days on-site in Raleigh, NC (must work EST business hours). If you are interested, please submit the following:YOUR CURRENT RESUMEYOUR HOURLY RATE Below is the job description – Resumes due ASAP – Description: Provide Customer Support for Hardware, Software and Network Issues. Provides first level and some second level computer support for DPS (AC, DJJ, ABC Commission, SBI, PPS, etc.) and various NC Law Enforcement customers connected to the DPS/IT network. Supported hardware includes PCs and communications equipment. Supported software includes (but is not be limited to): Windows 7, Windows 10, WebEx Administrator, VPN, Active Directory, Microsoft Office, Microsoft Exchange, Office 365, VOIP, NCID and various internal applications. The employee will log all support activity into the Remedy ticketing system. Support may include general software or hardware questions, account administration, installations, etc. MAJOR DUTIES AND RESPONSIBILITIES: Includes the following. Other duties may be assigned. - Respond to incoming telephone or email inquiries and request for assistance.- Ask and answer questions to identify problems, categorize issues, prioritize work and provide advice to end users.- Evaluate work flows and identify how we can automate the process using ServiceNow- Determines the most effective manner to resolve client's issues. Consults with other staff when necessary.- Records, update, and assign tickets within our Remedy Ticket System.- Resolve level 1 requests such as password reset. Elevates complex and/or high priority problems to the appropriate support groups for resolutions.- Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow-up.- Works on projects as assigned by supervisor. Required/Desired Skills: Must be a team player and communicate effectively with others, both orally and in writing. - Required - 3 YearsHas both Level-2 IT customer service and technical support skills. - Required - 3 YearsListen effectively and gather technical requirements from end-users and technical staff. - Required - 2 YearsPossesses skills to investigate, enter, update, and analyze incident and request tickets for completeness and proper cataloging. - Required - 2 YearsSkilled at writing and updating user documentation. - Required - 2 YearsCapable of producing and providing training - Required - 2 YearsSkilled in updating processes, such as the IT Incident Management process and other Information Technology Service Management (ITSM) processes. - Required - 2 Years By replying to this job advertisement, I agree I want to receive additional job advertisements from Focused HR Solutions, including email, phone and mail to the contact information I am submitting. I consent to Focused HR Solutions, its affiliates, third parties and partners processing my personal data for these purposes and as described in the Privacy Policy. I understand that I can withdraw my consent at any time.

By replying to this job advertisement, I agree I want to receive additional job advertisements from Focused HR Solutions, including email, phone and mail to the contact information I am submitting. I consent to Focused HR Solutions, its affiliates, third parties and partners processing my personal data for these purposes and as described in the Privacy Policy. I understand that I can withdraw my consent at any time.