Technical Support Analyst

2 weeks ago

Raleigh, North Carolina, United States DataStaff, Inc. Full time

DataStaff, Inc. is looking for a Desktop Support Specialist for a long-term contract opportunity with one of our esteemed clients.

Position Overview:

This role requires an onsite presence and involves travel within the designated area.

Key Responsibilities:

  • Utilizes technical knowledge and an understanding of business requirements to assess and prioritize IT incidents and service desk tickets, ensuring business impact is effectively evaluated.
  • Fosters positive customer relationships and provides mentorship to colleagues to guarantee client satisfaction and organizational success.
  • Takes initiative in resolving customer issues with urgency and ownership.
  • Maintains clear communication regarding the status of ongoing issues with customers.
  • Updates progress on tasks to Customer Support Specialists and the Service Desk through a call tracking system.
  • Possesses extensive technical expertise and serves as a resource for fellow technicians in solving intricate problems.
  • Demonstrates proficiency with various computer hardware, software, peripherals, and networking protocols.
  • Responsible for the installation and configuration of new computers and software for users.
  • Facilitates the deployment of new business applications as required.
  • Handles the installation and setup of local and network printers and other peripherals.
  • Manages user data and profile migrations during computer replacements.
  • Stays updated on current technologies in a dynamic environment.
  • Identifies emerging trends and issues, conducts research, and proposes technical solutions for current and future challenges.
  • Employs comprehensive knowledge to develop and implement IT solutions that enhance organizational effectiveness.
  • Collaborates with Data Center Operations on user file server data storage, network reservations, data restoration, and various account management tasks.
  • Works alongside application development teams to pinpoint application issues at the user level and provides detailed technical information for accurate problem identification.
  • Engages with network infrastructure teams to diagnose network issues at the user level and offers significant technical insights to aid in hardware resolutions.
  • Leads projects that require directing the efforts of others, exercising some discretion in decision-making.
  • Guides team initiatives and evaluates the skills and strengths of individuals for successful project and organizational outcomes.
  • Reports on project progress to management.
  • Develops and maintains comprehensive documentation for all relevant areas, ensuring that all processes and procedures are well-documented for team members.
  • This documentation serves as a reference for operational standards and aligns with internal and external service agreements.
  • All documentation is subject to annual review.
  • System Security: It is imperative for all Technical Services Staff to be aware of security policies and the security challenges affecting the systems and technologies they manage.
  • Ensures compliance with the IT Security Office's requirements and safeguards data against unauthorized access, alteration, destruction, or misuse.

Required Skills:

  • 7 Years - Expertise in various computer hardware, software, peripherals, and networking protocols.
  • 7 Years - Experience in installing and configuring new computers and software for users.
  • 7 Years - Proficient in setting up local and network printers and peripherals.
  • 7 Years - Skilled in data migration and user profile management.
  • 7 Years - Experience in documenting processes and procedures related to technical support activities.
  • 7 Years - Familiarity with the ServiceNow call tracking system.

This opportunity is available on a corp-to-corp basis or as a W2 position with a competitive benefits package. DataStaff, Inc. offers medical, dental, and vision coverage options as well as paid vacation, sick, and holiday leave. Additionally, a 401k program is available for employees after a specified period.

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