Desktop Support Specialist

About the Role

Our Client is seeking a Desktop Support Specialist to join their IT Services Team in Sanford, North Carolina. In this role, you will be the frontline technical resource for a high volume of service desk requests, ensuring rapid resolution of hardware, software, and network issues for end‑users. You will work closely with customer support specialists, application developers, and network engineers to diagnose and resolve complex problems, while maintaining a strong focus on customer satisfaction and operational excellence.

Key Responsibilities

• Respond to and resolve desktop support tickets, prioritizing incidents based on business impact.
• Install, configure, and image new computers, printers, and peripheral devices for end‑users.
• Perform user data migration and profile setup when hardware is replaced or upgraded.
• Provide technical guidance and mentorship to junior technicians on troubleshooting complex hardware and software issues.
• Collaborate with application development teams to identify and document application‑level problems for resolution.
• Work with network infrastructure teams to diagnose and resolve connectivity and network performance issues.
• Maintain accurate documentation of incidents, solutions, and knowledge base articles in the call tracking system.
• Lead small projects or initiatives that improve support processes or technology deployments.
• Travel to onsite locations as required to provide in‑person support and training.

Required Skills & Experience

• Minimum of 3 years of experience in desktop support or a related IT support role.
• Strong knowledge of Windows operating systems, hardware components, and peripheral devices.
• Experience with Active Directory, email systems, and Citrix environments.
• Proficiency in troubleshooting networking protocols, including TCP/IP, DNS, and VPN.
• Excellent communication skills, with the ability to explain technical issues to non‑technical users.
• Demonstrated ability to manage multiple support tickets simultaneously while maintaining high customer satisfaction.
• Project management skills, including the ability to lead small teams and deliver on time.
• Valid driver’s license and willingness to travel to multiple sites.

Tools & Technologies

• Windows OS (desktop and server editions)
• Active Directory, Exchange, and Citrix management tools
• Remote desktop and support tools (e.g., TeamViewer, Remote Desktop Services)
• Imaging and deployment software (e.g., Microsoft Deployment Toolkit, SCCM)
• Call tracking and ticketing system (e.g., ServiceNow, Jira Service Desk)
• Basic networking tools (e.g., ping, traceroute, ipconfig, network analyzers)

Work Schedule & Duration

• Contract length: 11 months (September 14, 2026 – August 20, 2027)
• Onsite work in Sanford, North Carolina with required travel to additional client locations.
• Standard business hours with occasional on‑call or extended hours as needed to resolve critical incidents.

Interview Process

The interview process typically includes an initial phone screening, a technical assessment focused on desktop support scenarios, and a final panel interview with the IT Services Manager and a senior technician. Interviews may be conducted via webcam or in person, depending on the candidate’s location.

Position Details

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