Technical Support Specialist (Onsite)

at  Excelraise LLC

JOB DETAIL

• Job Code 732365
• Tax Term W2 Hourly1099
• Career Level Executive
• Experience 8 Years +
• US Work Status US Citizen
• Job Duration 12 Months
• Qualifications Bachelor’s Degree

JOB DESCRIPTION

Excelraise, LLC is a rapidly growing full service IT solutions integrator and talent management company headquartered in Denver, CO. Our valued client*s includes fortune 500 companies, Government Agencies.
Currently we are looking for a qualified individual to work as a Technical Support Specialist (Onsite) with our direct client in Raleigh, NC.

The NCDIT-Transportation is seeking an Expert Specialist resource for an engagement to work with the Client Services Team.

• Client Services 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.
• Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems.
• Communicates the status of progress to the customer.
• Provides updates on work progress to Customer Support Specialists and the Service Desk using a 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.
• Installs local and network printers and other peripherals and configuration of same.
• Responsible for user data and migration of profiles as computers are replaced.
• 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, and 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 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 processes 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 the 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.

REQUIRED SKILLS

• Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications.
• Installing and imaging new computers and loading appropriate software for customers.
• Installing local and network printers and other peripherals and configuration of same.
• Migrating data and user profiles.
• Documenting processes and procedures related to technical field support activities.
• Demonstrates knowledge and working experience with the ServiceNow call tracking system.

Please refer the Job description for details