Desktop Support Specialist

About the Role

Our Client is seeking a Desktop Support Specialist to join their IT Service Desk team at the Century Center in Raleigh, North Carolina. In this role, you will be the first line of technical support for end‑users across the Raleigh, Garner, and statewide regions, ensuring rapid resolution of hardware, software, and network issues. You will work closely with the Client Services Team to prioritize incidents, communicate status updates, and mentor junior technicians. Your expertise will help maintain high levels of customer satisfaction and operational efficiency across the organization.

Key Responsibilities

• Diagnose and resolve desktop hardware, software, and peripheral issues for end‑users.
• Install, configure, and image new computers and business applications using imaging tools.
• Set up and troubleshoot local and network printers, scanners, and other peripherals.
• Perform user data migration and profile management during computer replacements.
• Use Active Directory, email, NCID, and Citrix to create and modify user accounts and permissions.
• Document incidents and solutions in the ticketing system and provide status updates to stakeholders.
• Collaborate with Data Center Operations to manage file server storage, data restores, and network reservations.
• Work with application and network teams to identify and resolve application and connectivity problems.
• Lead small projects or initiatives to improve support processes and technology deployments.
• Travel to Raleigh, Garner, and other statewide locations as required to provide onsite support.

Required Skills & Experience

• Minimum 2–3 years of desktop support or help‑desk experience in a corporate or our client environment.
• Strong troubleshooting skills for Windows operating systems, Microsoft Office, and common peripheral devices.
• Proficiency with Active Directory, email systems, and Citrix environments.
• Experience with imaging and deployment tools such as SCCM or Clonezilla.
• Knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN) and ability to diagnose connectivity issues.
• Excellent customer‑service orientation and ability to communicate technical information clearly to non‑technical users.
• Ability to document procedures, create knowledge‑base articles, and mentor junior staff.
• Valid driver’s license and willingness to travel within North Carolina.
• High school diploma or equivalent; associate’s or bachelor’s degree in Information Technology or related field preferred.

Tools & Technologies

• Windows 10/11 operating systems and Microsoft Office suite.
• Active Directory, Exchange, NCID, Citrix Workspace.
• Imaging and deployment tools (e.g., SCCM, Clonezilla).
• Ticketing and call‑tracking systems (e.g., ServiceNow, Remedy).
• Networking protocols and tools (TCP/IP, DNS, DHCP, VPN, Wi‑Fi).
• Peripheral devices: printers, scanners, external storage, and docking stations.
• Remote desktop and support tools (e.g., TeamViewer, Remote Desktop Services).

Work Schedule & Duration

• Contract length: 12 months (08/17/26 – 08/15/27).
• Primary work location: Century Center, 1020 Birch Ridge Dr., Raleigh, NC 27610.
• Onsite presence required at the Century Center with travel to Raleigh, Garner, and other statewide sites as needed.
• Standard business hours with occasional on‑call or after‑hours support as required.

Interview Process

The selection process typically includes an initial phone or video screening, followed by a technical interview focused on desktop support scenarios, and a final interview with the hiring manager and team lead.

Position Details

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