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Desktop Support Specialist

2 months ago

Raleigh, North Carolina, United States ACCEL BI CORPORATION Full time
Job Overview

We are seeking a skilled Desktop Support Specialist to join our Client Services Team at ACCEL BI CORPORATION. This on-site role focuses on resolving IT incidents, providing exceptional desktop support, and ensuring customer satisfaction.

Key Responsibilities
  • Incident Resolution: Manage IT service desk tickets, troubleshoot hardware, software, and network issues, and ensure quick incident resolution while keeping customers informed of progress.
  • Hardware and Software Support: Install, image, and configure new computers, deploy business applications, set up printers, and migrate user profiles and data during hardware replacements.
  • Collaboration and Project Management: Work closely with Data Center Operations, network infrastructure teams, and application development teams to resolve issues and maintain smooth IT operations. Lead small IT projects, coordinate team efforts, and provide progress reports to management.
  • Documentation and Security: Develop and maintain up-to-date documentation for processes, procedures, and standards in compliance with IT agreements (OLAs/SLAs). Follow IT security protocols to protect data and systems from unauthorized access or misuse, adhering to organizational policies and standards.
Qualifications
  • Technical Expertise: 7+ years of experience in computer hardware, software, peripherals, and components, networking protocols, and communications.
  • Hardware and Software Installation: Installing and imaging new computers and loading of appropriate software for customers.
  • Network and Peripherals Configuration: Installing local and network printers and other peripherals and configuration of same.
  • Data Management and Security: Familiarity with account setups, network configurations, and data management. Knowledge of IT security policies and procedures.
  • Documentation and Communication: Migrating data and user profiles. Documenting processes and procedures related to technical field support activities.
  • ServiceNow Experience: Demonstrates knowledge and working experience with the ServiceNow call tracking system.