Sr Desktop Support Specialist - 19840 - Full-time / Part-time

COMPANY DESCRIPTION
Our vision at Headway Workforce Solutions is to set the standard for the Human Capital profession by sourcing, recruiting and placing great people with great companies.  Headway‘s client focused approach provides both job seekers and employers with a high-touch, best-in-class service model.

At Headway, we strive to be a job seeker‘s career agent by guiding, advising and placing them in the best positions and organizations based on their particular goals.

At Headway, our  Character,  Commitment and  Passion, to both candidates and clients, are the foundation of the company’s culture. These principles allow our employees to be more responsive, flexible and customer-centric so we can focus on building strategic value for our client-partners human capital.

JOB DESCRIPTION
We're currently seeking a Sr Desktop Support Specialist for a contract opportunity in Wilmington, NC.

Customer Desktop Support - Uses technical expertise and understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact.  Proactively promotes positive customer relationships and mentors others to ensure client satisfaction and organizational success.
Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems.  Communicates status of progress to the customer.   Provides updates on work progress to Customer Support Specialists and the Service Desk using call tracking system.  Has significant technical knowledge and serves as a resource for other technicians to help solve complex problems.  Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications.  Installs and images new computers and loads appropriate software for customers.  Deploys new business applications as needed.  Installs local and network printers and other peripherals and configuration of same. Responsible for user data and migration of profiles as computers are replaced.   Stays abreast of current technology in a changing environment.  Identifies emerging trends and issues, researches and makes suggestions for technical solutions to solve current and future problems.  Uses extensive knowledge to develop and/or implement information technology solutions to enhance organizational success.  Works with Data Center Operations with 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 in order 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.

Project Management -
    Ability to lead projects that require directing the work of others and with some latitude on actions or decisions.
Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success.  Provides status on project work to management.

Develop and maintain appropriate documentation for all responsible areas -
    This position is responsible for creating and maintaining all documentation of process and procedures for all areas this position is responsible for.  This documentation is to be used by team members for operational standards of daily work.  This documentation will also be used 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.

Headway Workforce Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Headway Workforce Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.