User Support Technician
DataStaff, Inc. is currently seeking a User Support Technician to fill a long-term opportunity with one of our direct clients in Raleigh, NC
This position is on site and will assist the Infrastructure Team Manager in organizing, servicing and deploying computers, Cisco telephone/network, laptops, printers, copiers, scanner, eFax and other technology for employees, contractors, and temporary workers. This position will also serve as a first point of contact for troubleshooting and repairs.
Responsibilities:
- Assist with managing division computers and related equipment and software, including deployment and return of desktops, laptops, printers, and all peripherals.
- Serve as a delegated administrator for the system responsible for assisting with creating, deactivating, unlocking, and resetting accounts.
- Provide telephone system support for staff including deploying phones to offices and conference rooms, submitting tickets for phone setup for new and existing staff, and trouble-shooting phone issues for staff. State cell phone deployment and management is an important part of this position.
- Assist Users with their IT requests using the ServiceNow ticketing system.
- Monitor requests and document the resolutions in the ticketing system.
- Help track IT Inventory with our WASP Inventory Tracking System and follow established processes.
Knowledge, Skills, and Abilities Required:
- Excellent verbal and written communication skills
- Ability to establish and maintain effective working relationships with coworkers, officials, and the public
- Ability to work independently with minimum supervision
- Ability to effectively manage multiple tasks and priorities
- Capable of resolving routine problems based on existing documentation, training, and resources
- Previous working experience providing technical support
- Proven ability deploying and configuring desktop and laptop computers, and peripheral devices
Required Skills:
- 2 Years - IT Support, troubleshoot, servicing and deploying computers, Cisco telephone/network, laptops, printers, copiers, scanner, eFax and other technology
- 1 Years - First point of contact for troubleshooting and repairs.
- 1 Year - Excellent customer service, verbal and written communication skills.
- 6 Months - Deploy IT equipment, laptops and peripherals.
- 1 Year - Assist users through the successful completion of their IT issue by moving the issue through any of the 4 levels of IT Support
Desired Skills:
- 2 Years - Active Directory or NCID Administrator for onboarding and offboarding. Setting up email accounts. MS365 experience. Assist with passwords and resets.
- 1 Years - Use of an IT Ticketing System like ServiceNow to resolve requests and document work.
- 6 Months - Provide telephone system support for staff including deploying phones to offices and conference rooms. Assist network and server teams as needed.
- 1 Year - Inventory Management of Hardware, laptops, tablets, network equipment, servers and cell phones.
This opportunity is available as a W2 position with a competitive benefits package. DataStaff, Inc. offers medical, dental and vision coverage options as well as paid vacation, sick and holiday leave. As many of our opportunities are long-term, we also have a 401K program available for employees after 6 months.