Desktop Support-EEM Senior

NCDIT needs an excellent desktop support for activities such as troubleshooting, software installs, PC replacements, imaging, equipment inventories, PC maintenance, applying critical updates, documenting tickets, customer onboardings, and off-boardings.

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

Requirements

Skill

Required / Desired

Support customers using good customer service skills including the ability to communicate to both technical and non-technical customers

Required

Utilize moderate knowledge and demonstratable skills of Windows OS & M365 to support our customers & to work with internal teams

Required

Image or provision new equipment hardware & provide to customer

Required

Experienced in supporting mobile devices

Required

Experienced with supporting Apple devices

Required

Use strong organizational skills to track onboarding & shipping activities based on customer requests

Required

Document work activities in ServiceNow

Required

Testing Intune processes for Tier 3 team & providing feedback

Required

Test upgrades and software changes; Install software following security & internal processes

Required

Troubleshoot customer issues & tracking trends Assist with developing team processes & a knowledge base

Required

Basic understanding of MECM, Active Directory, Tanium, Crowdstrike, Intune, & Beyond Trust

Required

Work with vendors on warranty cases Collaborate with internal teams on technical issues

Required