Help Desk

Title: Help Desk- Onsite
Location: Raleigh, NC, United States
Length: Long term
Restriction: W2 or C2C

Description:

Very long term project; initial PO for 1 year, expect to go for 4+ years Hybrid

Description:

This position will perform PC replacements, remote support activities, such as troubleshooting, software installations, process improvement activities, and asset record analysis.

Job Description:

This is an onsite position.

We need this position that provides desktop support to the 14 agencies that utilize our service. This position will perform PC replacements, remote support activities, such as troubleshooting, software installations, process improvement activities, and asset record analysis. This position will work on site to perform hands-on duties such as imaging, PC hookups, and asset inventories. We would like to extend this contract to assist our team in continuing to provide excellent desktop support to our customers who are providing support to the citizens of North Carolina. NCDIT Enterprise Endpoint Management Operations concludes that this position is needed and that we have budgeted for it.

System Admin Mid-Level Contractor Duties EEM Support

Support customers using good customer service skills including the ability to communicate with both technical and non-technical customers
Utilize moderate knowledge and demonstratable skills of Windows OS & M365 to support our customers & to work with internal teams
Experienced in imaging and provisioning new equipment hardware & provide to customer
Experienced in supporting mobile devices
Experienced with supporting Apple devices
Use strong organizational skills to track onboarding & shipping activities based on customer requests.
Follow asset management processes to ensure proper customer billing
Document work activities in ServiceNow
Testing Intune processes for Tier 3 team & providing feedback
Test upgrades and software changes
Install software following security & internal processes
Troubleshoot customer issues
Provide instruction while troubleshooting for remote customers
Assist with developing team processes & knowledge base
Basic understanding of MECM, Active Directory, Tanium, Intune, & Beyond Trust
Work with vendors on warranty cases
Collaborate with internal teams on technical issues
Work on special projects as needed

Required Skills

Support customers using good customer service skills including the ability to communicate to both technical and non-technical customers 3 years
Utilize moderate knowledge and demonstratable skills of Windows OS & M365 to support our customers & to work with internal teams 3 years
Image or provision new equipment hardware & provide to customer 3 years
Experienced in supporting mobile devices 3 years
Experienced with supporting Apple devices 3 years
Use strong organizational skills to track onboarding & shipping activities based on customer requests 3 years
Document work activities in ServiceNow
Testing Intune processes for Tier 3 team & providing feedback for 3 years
Test upgrades and software changes; Install software following security & internal processes 3 years
Troubleshoot customer issues & tracking trends Assist with developing team processes & a knowledge base 3 years
Basic understanding of MECM, Active Directory, Tanium, Crowdstrike, Intune, & Beyond Trust 2 years
Work with vendors on warranty cases Collaborate with internal teams on technical issues