IT Support Specialist

About the Role

This position supports Our Client's Transportation Division by delivering high‑quality desktop support to over 10,000 end users. The specialist will work within the Service Desk team, handling incident and problem tickets, and ensuring timely resolution of hardware, software, and network issues. Initially, the role can be performed remotely, transitioning to onsite work once staff return to the office. The candidate will act as a trusted technical resource, translating complex IT concepts into clear guidance for non‑technical users while maintaining strong customer relationships.

Key Responsibilities

• Diagnose, troubleshoot, and resolve hardware, software, and network issues for end users across the organization.
• Manage incident and problem tickets in ServiceNow, prioritizing based on business impact and service level agreements.
• Perform password resets, account unlocks, and basic Active Directory tasks.
• Provide remote and onsite assistance, including phone and email support, while delivering clear, user‑friendly instructions.
• Document resolutions and update knowledge‑base articles to improve future incident handling.
• Escalate critical incidents to senior teams and follow up to ensure timely closure.
• Distribute agency‑wide communications regarding technology outages or updates.
• Mentor junior staff and promote positive customer relationships through proactive follow‑up.

Required Skills & Experience

• 2‑4 years of experience in a Service Desk or IT Help Desk environment supporting a large user base.
• Strong knowledge of Windows operating systems, Microsoft Office suite, and common desktop applications.
• Proven ability to troubleshoot hardware (PCs, printers, peripherals) and software issues.
• Experience using ServiceNow or a comparable ITSM ticketing system.
• Excellent verbal and written communication skills; able to explain technical concepts to non‑technical users.
• Self‑motivated with strong time‑management skills and the ability to work independently.
• Residency in North Carolina is required.

Tools & Technologies

• ServiceNow – for ticket creation, tracking, and resolution.
• Microsoft Windows (7/10/11) – primary operating environment.
• Microsoft Office (Word, Excel, PowerPoint, Outlook) – standard desktop applications.
• Active Directory – for account management and password resets.
• Remote support tools (e.g., Remote Desktop, TeamViewer) – to provide off‑site assistance.
• Basic networking utilities (ping, ipconfig, Wi‑Fi diagnostics) – for LAN troubleshooting.

Work Schedule & Duration

• 12‑month contract (09/11/2026 – 09/13/2027).
• Remote work permitted initially; transition to onsite work as staff return.
• Onsite onboarding required to collect state‑issued equipment.
• Standard business hours with occasional after‑hours support for critical incidents.

Interview Process

The interview process typically includes an initial screening followed by a technical interview conducted either via webcam or in person, depending on candidate preference and availability.

Position Details

• Employment Type: Contract
• Duration: Approximately 12 months (with potential for extension)
• Work Authorization: Must be authorized to work in the United States