Help Desk Support Tech

Help Desk Support Tech

Our client, a global life sciences company, is seeking a contract Desktop Support Specialist in Raleigh, NC who performs the tasks necessary to support activities for all Americas-based office locations and field-based employees.

This position is on-site , 40 hours per week, Monday-Friday.

Help Desk Support Tech Job Details

• Installation of laptop, desktop, telephony and mobile devices, and IT-related peripherals; includes imaging, profile configuration, network connectivity, etc.
• Installation of software on laptops, desktops, and mobile devices.
• Performs troubleshooting, maintenance, and issue resolution related to laptops, desktops, telephony, and mobile devices.
• Provides IT hardware / software service and support for new employees; includes equipment setup, delivery, and IT-related training.
• Completes tasks related to the off-boarding of separated employees; includes account deprovisioning and equipment retrieval.
• Manages assigned tickets within ITSM ticket queue; resolves and closes assigned tickets within agreed upon service levels to ensure a high level of customer satisfaction;

communicates customer updates when issues may impact agreed upon service levels.

• Assists with major (Priority 1) incidents including issue definition, action plan, and success criteria. Communicates with affected groups, stakeholders, and end-users about the impact to business operations.
• Maintains adherence to organization Information Security policies and procedures.
• Attends training and / or industry seminars as appropriate, to stay abreast of current technologies, trends, and directions.
• Performs additional duties as assigned.

Help Desk Support Tech Mandatory Skills

• High school diploma or equivalent (GED or High School Equivalency Diploma) required, Bachelor’s degree in information technology, Computer Science, or related field preferred.
• 2-4 years of progressively responsible desktop support, help desk, or incident management experience.
• Experience with ticketing systems such as Service Now, Heat, Remedy, or other comparable IT Service Management system (ITSM).
• Experience supporting Microsoft Active Directory.
• Experience supporting Windows 10, Windows 11, and Apple iOS operating systems.
• Experience supporting Microsoft Office 365 applications.
• Experience supporting audio / visual software such as Microsoft Teams, Cisco Webex, or other virtual.
• Excellent verbal and written communication skills.
• Professional customer service attitude.
• Action-oriented with the ability to balance urgency with sound judgement and communication.

Help Desk Support Tech Desired Skills

• Accessible
• Teamwork
• Problem-Solving
• Communication

Help Desk Support Tech Start Date

This role will be 100% on-site to start with. We will evaluate hybrid opportunity as the project gets underway and the needs of the business change.

Help Desk Support Tech Location

The position is located in Raleigh, North Carolina, United States.