desktop support Expert/Specialist

Transportation is seeking an experienced Desktop Support Specialist / Client Services Analyst to join its Client Services Team for a 12-month engagement. The ideal candidate will provide technical support to end users, troubleshoot hardware and software issues, manage service desk incidents, and ensure reliable IT operations across the organization.

The candidate must have strong knowledge of desktop support, computer imaging, software installations, networking, Active Directory, user profile migration, and IT security practices. Excellent communication, documentation, problem-solving, and customer service skills are essential.

Key Responsibilities

1. Desktop Support & Troubleshooting

• Diagnose, troubleshoot, and resolve hardware, software, peripheral, and connectivity issues.

• Manage IT incidents and service desk tickets, ensuring appropriate prioritization and timely resolution.

• Image, configure, and deploy new computers with the required operating systems and applications.

• Install and troubleshoot local and network printers, scanners, and other peripherals.

• Migrate user data and profiles during computer replacements while ensuring data integrity.

• Provide technical support for end-user applications, workstations, and related IT systems.

2. Networking & Systems Support

• Troubleshoot network connectivity issues and assist with network infrastructure teams.

• Coordinate with Data Center Operations on DHCP reservations, data restoration, user storage, and account management.

• Support account creation and modification for Active Directory (AD), email, NCID, Citrix, and other systems.

• Collaborate with application development teams to investigate application-related issues and provide detailed technical information.

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

3. Project Management & Team Collaboration

• Lead and coordinate technical projects under the direction of the Client Services Supervisor or management.

• Support team members in resolving complex technical issues and maintaining service quality.

• Coordinate activities across technical teams to ensure successful project delivery.

• Demonstrate initiative, accountability, and a customer-focused approach.

4. Documentation & Reporting

• Create and maintain technical documentation, standard operating procedures, and troubleshooting guides.

• Document software installations, computer replacements, user profile transfers, and support processes.

• Maintain accurate ticket updates and communicate incident status and resolution progress to end users.

• Follow applicable Operational Level Agreements (OLAs) and Service Level Agreements (SLAs).

5. IT Security & Compliance

• Follow DOT and DIT security policies, procedures, and standards.

• Protect confidential and sensitive information from unauthorized access, alteration, disclosure, or destruction.

• Ensure systems and user data are handled in accordance with established IT security requirements.

• Maintain awareness of emerging technologies, security risks, and best practices.

Required Skills & Qualifications

• Strong experience in desktop support, end-user computing, and IT troubleshooting.

• Knowledge of computer hardware, operating systems, software, peripherals, and networking protocols.

• Experience with computer imaging, configuration, deployment, and software installation.

• Hands-on experience with printer and scanner installation and troubleshooting.

• Knowledge of Active Directory, user accounts, email systems, Citrix, and DHCP.

• Experience with user data backup, migration, and profile transfers.

• Familiarity with service desk ticketing systems, incident management, and SLA compliance.

• Strong documentation, communication, customer service, and problem-solving skills.

• Ability to coordinate projects, collaborate with technical teams, and work independently.

• Willingness to travel as required.

Preferred Qualifications

• Experience supporting large enterprise or government IT environments.

• Familiarity with IT security policies and endpoint protection practices.

• Experience working with network infrastructure, application support, and data center teams.

• Ability to identify recurring issues and recommend long-term technical improvements.