** This position is 100% on-site in Raleigh, NC. **

Our direct client has an opening for Desktop Support Specialist # 707593. This position is for 6-12+ months, with option of extension, and will be worked remotely within the United States.

If you are interested, please submit the following:

YOUR CURRENT RESUME

YOUR HOURLY RATE

Below is the job description – Resumes due ASAP –

Description:

Enterprise IT Operations Specialist

Our client is seeking an Enterprise IT Operations Specialist providing remote and desk-side support for end-user computing devices, peripherals, applications, mobile devices, telephones, and audio-visual equipment throughout the City. This position supports the deployment, relocation, and upgrade of end-user hardware, and provides timely and effective issue resolution and request fulfillment.

The City employs more than 4,100 staff across 20 departments to support its nearly 490,000 residents and is consistently ranked as one of the top locations in the nation to live, work and play.

DUTIES AND RESPONSIBILITIES

• Responds to and resolves incidents and requests for assistance with end-user systems while providing a superior customer support experience

• Performs hardware installations, repairs, maintenance, software installations and upgrades

• Recommends process changes that improve the implementation, maintenance, and support of end-user equipment and software

• Maintains documentation for each incident or request, and escalates complex problems to the next level of support

• Takes responsibility for follow-up services or problem escalation

• Coordinates vendor repair services for onsite and offsite work

• Diagnoses errors or technical problems, and determines and implements proper solutions

• Provides end-user training as required

• Effectively works with customers, service desk and technical services personnel

• Builds positive relationships with customers

TYPICAL QUALIFICATIONS

Education

Associate’s Degree in information technology or directly related field and two years of related technology support experience.

OR

An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.

Certifications, licenses and registrations

Depending on assignment, some positions may require:

• Valid North Carolina Class C Driver’s License with a satisfactory driving record.

• Specific technology-related certifications based upon assignment.

Desired Certifications: Microsoft, A+, ITIL

ADDITIONAL INFORMATION

Desired Skills

• Demonstrates a customer orientation

• Manages and prioritizes workload

• Proficient in Microsoft Windows and Office applications

• Technical support experience with Apple products a plus

• Creative problem-solving ability

• ITIL Framework

• IT Service Management (ServiceNow experience a plus)

• End-user computing technologies

• Active Directory management

• Strong organizational skills and very detail oriented

• Innovative and results orientated

• Effectively communicates orally and verbally

• Works well and collaborates with others

• Ability to diagnose issues with complex systems and quickly provide guidance

• Vendor management

Required/Desired Skills:

Windows 10 - Required - 2 Years

Software installation - Required - 3 Years

Technical support experience with Apple products a plus - Desired

ITIL Framework - Desired

Active Directory management - Required - 2 Years

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