Desktop Support

As a Desktop Support Specialist at Century Center in Raleigh, your primary duty will be to assist Client Services Operations in supporting a high volume of Service Desk requests, hardware installations, and customer software support. You may be required to travel for this role and will work closely with the Client Services Team on-site. Key Responsibilities: - Evaluate assigned IT incident and problem service desk tickets to prioritize and assess business impact - Foster positive customer relationships and mentor others to ensure client satisfaction and organizational success - Take ownership of customer problems and work with urgency to resolve incidents and problems - Communicate progress status to customers and provide updates to Customer Support Specialists and the Service Desk using the call tracking system - Serve as a technical resource for other technicians, assisting in solving complex problems - Install and image new computers, load appropriate software, and deploy new business applications as needed - Install local and network printers, peripherals, and configure the same - Manage user data and migration of profiles as computers are replaced - Stay updated on current technology trends and identify emerging issues, researching and suggesting technical solutions - Collaborate with Data Center Operations on user file server data storage, network reservations, data restores, and various account creations and modifications - Work with application development and network infrastructure teams to identify and resolve application and network issues at the customer level Project Management: - Lead projects by directing the work of others and assessing individual skills for project and organizational success - Provide project status updates to management Documentation: - Develop and maintain documentation for all responsible areas, including processes, procedures, and operational standards - Ensure documentation is reviewed annually and used in accordance with Operational Level Agreements and Service Level Agreements System Security: - Implement IT Security Office requirements and protect data from unauthorized access, alteration, destruction, or inconsistent usage Qualifications Required: - Expertise in different types of computer hardware, software, peripherals, components, networking protocols, and communications - Significant technical knowledge and problem-solving skills - Ability to work with a sense of urgency and prioritize tasks effectively - Strong communication skills and ability to collaborate with cross-functional teams Please note that this position is a contract role requiring 40 hours per week, Monday to Friday, with in-person work at Century Center.,