Desktop Support Specialist

Job Title: Desktop Support Specialist
Location: Sanford, North Carolina
Work Model: 100% Onsite
Engagement Type: Contract 12 months

Job Summary

Client is seeking an experienced Desktop Support Specialist to support Client Services Operations in the Sanford, NC area. This position will assist with a high volume of Service Desk requests, hardware installations, software support, and end-user computing services.

The ideal candidate will have strong technical troubleshooting skills, hands-on experience with computer hardware and software deployment, and the ability to provide excellent customer service. The specialist will collaborate with Service Desk, Data Center Operations, application development, and network infrastructure teams to resolve technical issues and maintain reliable IT operations.

Key Responsibilities

• Evaluate, prioritize, and resolve IT incident and problem tickets based on business impact and urgency.
• Provide desktop, hardware, software, and peripheral support to end users.
• Install, image, configure, and deploy new computers and business applications.
• Install and configure local and network printers and other IT peripherals.
• Perform user data migration and profile transfers during computer replacements.
• Use ServiceNow or a similar call-tracking system to manage tickets and communicate status updates.
• Maintain positive customer relationships, ensure customer satisfaction, and mentor other technical support staff.
• Collaborate with Data Center Operations on file server storage, network reservations, data restores, and account creation or modification, including Active Directory, email, NCID, and Citrix.
• Work with application development teams to investigate application issues and provide detailed technical information for troubleshooting.
• Coordinate with network infrastructure teams to diagnose end-user network issues and support resolution of network hardware problems.
• Research emerging technologies, identify recurring technical issues, and recommend solutions to improve IT service delivery.
• Lead assigned projects, coordinate team activities, assess resource capabilities, and provide project status updates to management.
• Develop, maintain, and review technical documentation, standard operating procedures, and support processes at least annually.
• Follow applicable DOT and ITS security policies and implement IT security requirements to protect organizational data and systems.
• Travel to customer or client locations as required to provide technical support.

Required Skills and Qualifications

• Strong knowledge of computer hardware, software, peripherals, and IT components.
• Experience installing, imaging, configuring, and deploying computers.
• Hands-on experience with desktop troubleshooting, printer configuration, and peripheral support.
• Experience with data migration and user profile transfers.
• Working knowledge of networking protocols and communications.
• Experience using ServiceNow or a similar IT Service Management (ITSM) or ticket-tracking system.
• Knowledge of Active Directory, email administration, Citrix, and user account management.
• Strong troubleshooting, documentation, communication, and customer service skills.
• Ability to coordinate technical projects, guide team members, and communicate progress to management.
• Understanding of IT security policies and data protection practices.
• Ability and willingness to travel as required.