Desktop Support Specialist

Desktop Support Specialist
*This is a 1-year contract position
*Onsite – Raleigh, NC only, please (Travel Required)

Description
Client Services Analysts use their technical expertise and understanding of business and user needs to evaluate IT-related incidents and service desk tickets, prioritize requests appropriately, and provide effective solutions. Analysts promote positive customer relationships and mentor teammates to ensure client satisfaction and organizational success.

Client Services Analysts take ownership of customer issues and work with a sense of urgency to resolve incidents and problems. They communicate status updates and progress to customers in a timely and professional manner. All analysts are also responsible for updating Customer Support Specialists and the Service Desk on work progress through the call-tracking system.

Responsibilities

• Qualified candidates must possess significant technical knowledge and collaborate with other analysts to resolve complex problems.
• Required skills include proficiency with various types of computer hardware, software, mobile devices, peripherals, components, networking protocols, and communications technologies.
• Imaging new computers and installing the appropriate software for end users.
• Proficient in installing local and network printers and other peripherals, such as scanners. Analysts are responsible for migrating and protecting user data and profiles during computer replacements.
• Demonstrate how they stay current with emerging technologies to improve the end-user experience.
• Client Services Analysts identify trends related to recurring issues, research potential solutions, and recommend improvements to resolve existing problems and prevent future occurrences.
• Client Services Analysts communicate with Data Center Operations when addressing user data storage modifications, DHCP reservations, data restores, and various account creations and modifications involving Active Directory (AD), email, network identity management, Citrix, and other related systems.
• The analyst collaborates with application development teams to identify application issues affecting end users and provides detailed technical information to help development teams diagnose problems and implement solutions.
• The analyst also works with network infrastructure teams to identify end-user network issues and provide the technical details necessary to support network hardware troubleshooting and resolution.

Project Management:
Qualified candidates must be able to lead projects that require directing the work of others, with some latitude in actions and decision-making. Candidates should be capable of leading team efforts under the direction of the local Client Services Supervisor and/or other management personnel.

Documentation:
This position is responsible for creating and maintaining documentation of processes and procedures related to assigned responsibilities, including software installations, user profile transfers, and PC replacements. This documentation will establish operational standards for daily activities and support team members in performing their duties consistently. Documentation must also align with applicable Operational Level Agreements (OLAs) for internal IT services and Service Level Agreements (SLAs) for external IT services.

System Security:
All Client Services staff are responsible for understanding and complying with applicable IT security policies and the security requirements associated with the systems and technologies they support. This position is responsible for implementing and maintaining IT security requirements and protecting data against unauthorized access, alteration, destruction, transfer, or use in violation of established IT security policies and standards.

Required Skills/Knowledge/Experience

• Proficiency with various types of computer hardware, mobile devices, software, peripherals, components, networking protocols, and communications technologies. Required: 7 years
• Experience installing and imaging new computers and installing appropriate software for end users. Required: 7 years
• Experience installing local and network printers and other peripherals. Required: 7 years
• Experience migrating user data and profiles. Required: 7 years
• Experience documenting processes and procedures related to technical support activities. Required: 7 years
• Demonstrated knowledge of and hands-on experience with a service desk call-tracking system, such as ServiceNow. Required: 7 years

Proper email communication will only be done to and from @astyra.com email addresses. Please ensure you are communicating with approved Astyra recruiters by checking this point when receiving offers and messages from us. Please ensure you are communicating within these guidelines and proper channels for the quickest possible interview consideration!
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