Job description

The client is seeking an ideal candidate to evaluate IT related incidents and service desk tickets in order to appropriately prioritize and provide appropriate solutions.

The ideal candidate will promote positive customer relationships and mentors’ teammates to ensure client satisfaction and organizational success.

The ideal candidate will take ownership of customer problems and works with a sense of urgency to resolve these incidents and problems.

The ideal candidate will communicate status and progress to the customers in a timely professional manner.

The ideal candidate will also provide updates on work progress to Customer Support Specialists and the Service Desk using the call tracking system.

The ideal candidate will possess significant technical knowledge and serves as a team member with other analysts to help solve complex problems.

The ideal candidate will know how to image new computers and install the appropriate software for customers.

The ideal candidate must know how to install local and network printers along with other peripherals such as scanners.

The ideal candidate will be responsible for migrating and protecting user data and profiles as computers are replaced.

The ideal should be able to show how they stay abreast of current technologies to better the end users working environment.

The ideal candidate can identify emerging trends relating to issues and problems, then researches and makes suggestions of solutions to solve current and prevent future problems.

The ideal candidate will 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 ideal candidate 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.

The ideal candidate 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.

Job Types: Full-time, Contract, Temporary

Pay: $36.00 - $41.00 per hour

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

COVID-19 considerations:
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Ability to commute/relocate:

• Raleigh, NC: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• Can you work on a W2 or 1099?
• What is your desired contract hourly rate?

Experience:

• Computer hardware, mobile devices, software, and peripherals: 7 years (Preferred)
• Components, networking protocols and communications: 7 years (Preferred)
• Installing and imaging new computers: 7 years (Preferred)
• Loading of appropriate software for customers: 7 years (Preferred)
• Installing local and network printers: 7 years (Preferred)
• Migrating data and user profiles: 7 years (Preferred)
• Documenting process and procedures: 7 years (Preferred)
• ServiceNow call tracking system: 7 years (Preferred)

Work Location: In person

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