Expert IT Support Specialist – Desktop & Infrastructure Support

Key Responsibilities

1. IT Support & Incident Management

• Evaluate, prioritize, and resolve IT incident and problem management tickets based on business impact and urgency.

• Take ownership of customer issues and drive timely resolution of incidents and technical problems.

• Communicate issue status and resolution progress to customers, Customer Support Specialists, and the Service Desk.

• Maintain accurate ticket updates using the designated call-tracking system.

• Handle complex technical issues and serve as a technical resource for other support technicians.

• Proactively maintain positive customer relationships and ensure customer satisfaction.

2. Desktop Support & Hardware Management

• Install, configure, and image new computers with the appropriate operating systems and software.

• Deploy new business applications as required.

• Install, configure, and troubleshoot local and network printers, peripherals, and computer components.

• Perform user data migration and profile transfers when replacing or upgrading computers.

• Troubleshoot hardware, software, and peripheral-related issues.

• Maintain knowledge of current technologies and emerging technical trends.

3. Network & Infrastructure Support

• Troubleshoot networking protocols, connectivity issues, and communications-related problems.

• Collaborate with network infrastructure teams to diagnose customer-level network issues and provide detailed technical information for resolution.

• Work with Data Center Operations to support user file server storage, network reservations, and data restoration.

• Assist with account creation and modification across Active Directory (AD), email, NCID, Citrix, and other enterprise systems.

• Coordinate with relevant infrastructure teams to resolve complex technical issues.

4. Application Support & Troubleshooting

• Work with application development teams to investigate and resolve application issues reported by customers.

• Provide detailed technical information to help development teams identify and diagnose application defects.

• Support application deployments and troubleshoot software-related problems.

• Identify recurring technical issues and recommend solutions to prevent future incidents.

5. Project Management & Technical Leadership

• Lead technical projects that require coordinating and directing the work of other team members.

• Assess individual skills and strengths to support effective team collaboration and project delivery.

• Provide project status updates to management.

• Mentor other technicians and share technical knowledge to improve team performance.

• Identify opportunities to improve IT operations and organizational effectiveness.

6. Technical Documentation & Process Management

• Develop and maintain documentation covering assigned technical responsibilities, processes, and procedures.

• Ensure documentation supports consistent daily operations and team knowledge sharing.

• Maintain documentation in accordance with internal Operational Level Agreements (OLAs) and external Service Level Agreements (SLAs).

• Review and update all relevant documentation annually.

• Identify opportunities to improve operational processes and technical support procedures.

7. System Security & Compliance

• Follow DOT and ITS security policies and standards.

• Implement security requirements established by the IT Security Office.

• Protect organizational data against unauthorized access, alteration, destruction, or improper use.

• Ensure supported systems and technologies comply with applicable IT security policies and procedures.

Required Technical Skills

• IT Support & Service Desk Operations

• Incident and Problem Management

• Desktop Support & Troubleshooting

• Computer Hardware and Software Installation

• Operating System Imaging and Deployment

• User Profile and Data Migration

• Printer and Peripheral Configuration

• Networking Protocols and Connectivity Troubleshooting

• Active Directory (AD)

• Email Administration

• NCID and Citrix Support

• File Server and Data Restoration Support

• Application Troubleshooting

• IT Project Coordination

• Technical Documentation

• Operational Level Agreements (OLAs) and Service Level Agreements (SLAs)

• IT Security Policies and Compliance

• Customer Service and Technical Mentoring