Senior Technical Support Specialist

21 hours ago


Raleigh, North Carolina, United States Cynet Systems Full time
Job Description:
The Client is seeking a Technical Specialist to work with the Client Services Team for a 12-month engagement. The Specialist will evaluate assigned IT incident and problem service desk tickets to prioritize and assess business impact. They will promote positive customer relationships, mentor others, and ensure client satisfaction and organizational success. The Specialist will take ownership of customer problems, work with urgency to resolve incidents and problems, and communicate progress to customers. They will provide updates on work progress to Customer Support Specialists and the Service Desk using call tracking system. The Specialist will have significant technical knowledge and serve as a resource for other technicians to help solve complex problems. They will be skilled in different types of computer hardware, software, peripherals, and components, networking protocols, and communications. The Specialist will install and image new computers, load appropriate software, deploy new business applications, and configure local and network printers. They will be responsible for user data and migration of profiles as computers are replaced. The Specialist will stay abreast of current technology in a changing environment, identify emerging trends and issues, research, and make suggestions for technical solutions to solve current and future problems. They will use extensive knowledge to develop and/or implement information technology solutions to enhance organizational success.

Works with Data Center Operations to manage user file server data storage, network reservations, data restores, various account creations and modifications (AD, email, NCID, CITRIX, etc.).

Works 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.

Works with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions.

This request is to help support the high number of Service Desk requests, hardware installations, and customer software support required for the Region 2 (Wake, Durham, Vance, Oxford, and Franklin counties) area.



Project Management:
Ability to lead projects that require directing the work of others and with some latitude on actions or decisions. The Specialist will lead team efforts, assess and integrate the skills and strengths of individuals for project and organizational success. They will provide status on project work to management and develop and maintain appropriate documentation for all responsible areas. The Specialist will create and maintain all documentation of process and procedures for all areas this position is responsible for. This documentation will be used by team members for operational standards of daily work and in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external). All documentation should be reviewed annually.

System Security:

It is the responsibility of all Technical Services Staff to be aware of DOT and ITS security policies, as well as the security issues directly affecting the systems and technology for which this position is directly involved.

This position is responsible for implementing requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards.



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