Desktop Support Specialist (SME) #3270

Overview

GovCIO is currently hiring for a Desktop Support Specialist (SME).
This position will be located in Research Triangle Park Durham, NC, and will be an onsite position.

Responsibilities

• Closely monitors Incident tickets to identify trends, and reports observations to the Desktop Support Manager
• Develops strategies to mitigate on-going issues and prevent future issues
• Collaborates with Tier 3 support teams to establish relationships and prepare for changes to the environment
• Provides staff coaching to address performance issues and create clear, attainable goals
• Ensures staff completes provisions, deprovisions, moves, and other MAC-related tasks within contractual SLAs
• Ensures staff provides quality support to users with a high dity of the issue and seeking known
  solutions to more complex issues; must know when to escalate issues not resolved at this level to management
• Utilizes ServiceNow for issue and request tracking, ensuring all user requests for assistance are accompanied by a ticket and all tickets requiring follow-up work and/or calls receive appropriate attention and are resolved within SLAs
• Interacts with multiple teams and vendors to restore service and/or identify and correct core problems
• Possesses and applies comprehensive knowledge across key tasks and high impact assignments
• Helps plan and lead major technology projects and assignments
• Functions as a technical expert across multiple team assignments
• Assists in developing and documenting improvements to current processes, and creating/updating KAs and SOPs
• All other tasks as assigned

Qualifications

• High School and 5-8 years (or commensurate experience)
• Minimum 8 years’ recent experience providing in-person desktop support to end users in a corporate environment, troubleshooting and resolving all aspects of computer hardware and software
• Minimum 8 years’ recent experience supporting Windows 10/11 and Microsoft 365, and using Active Directory in a domain environment
• Strong interpersonal skills required
• Must demonstrate strong oral and written communication skills, excellent customer service skills, and be able to handle pressure Must be able to communicate professionally, both orally and in writing, with customers, vendors, management, and coworkers
• Must be comfortable in a fast-paced, dynamic environment, and be able to handle multiple tasks simultaneously
• Must be able to work independently and be self-motivated
• Moderately heavy lifting (computers, monitors, network printers, scanners, etc.) is required
• Clearance Required: Public Trust

Company Overview

GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.

But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer?

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets.

Posted Pay Range

The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors.

Pay range: $54,310 - $86,890 Annually