Support Jobs in Research Triangle Park, NC

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Desktop Support Specialist

Vision Technologies Research Triangle Park, NC

Research Triangle Park, NC

Today

Full time Application Support Av Conferencing Support Customer Support

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Job Description

Vision Technologies is hiring a Desktop Support Specialist to support end users and an enterprise technical support team for desktop, hardware, and software issues at an onsite location in Research Triangle Park (RTP), NC.

Responsibilities

Follow a controlled problem process including recognition, research, isolation, resolution, and follow-up steps
Act as the focal point for customer concerns and provide end-user support across a variety of issues
Identify, research, and resolve technical problems
Receive and respond to technical support requests via telephone, email, and personnel requests
Document, track, and monitor issues to support timely resolution
Provide tier 2 support for end-user issues involving PC, server, or mainframe applications and/or hardware
Coordinate with network services, software systems engineering, and/or applications development to restore service and identify core problems
Simulate or recreate user problems to troubleshoot operating difficulties
Recommend systems modifications intended to reduce recurring user problems
Handle multiple work assignments using applied expertise across tasks
Contribute to deliverables and performance metrics where applicable
Perform desktop and laptop installation, printer installation, and video conference installation and setup
Install patches and support software upgrades, including troubleshooting reported end-user hardware and software problems
Plan, evaluate, and implement approved system changes and upgrades
Provide tier 2 and tier 3 support for hardware and software problem resolution
Support, monitor, test, and troubleshoot hardware and software issues for ORD computer systems
Support computers connected to production networks, isolated lab networks, or stand-alone setups
Troubleshoot and support operating systems including Windows 95, 98, Windows 2000, Windows XP, Windows 7, Windows 10, and Windows 11 desktop, laptop, and virtual workstation systems
Support local and network printers and plotters
Schedule repairs and install/configure workstations using approved images and additional approved software
Install after-market hardware as needed to support user equipment functionality
Move IT systems and peripherals to support office relocations
Set up, initiate, and shut down video conferences between two or more sites
Follow approved standard operating procedures and meet service level agreements
Maintain and submit updates to asset management for equipment maintained
Update the ticket tracking system as required
Use approved instructions and pre-established guidelines to complete job functions
Work under supervision and report to a team leader or manager
May be required to work outside scheduled hours and at alternate locations
May need to install third party vendor hardware to support user equipment functionality
Provide a hands-on customer service approach and troubleshoot computers and peripherals

Requirements

2+ years of experience in a production networked environment supporting desktop imaging
Experience with Microsoft Office 365
Experience supporting Microsoft Windows XP, Windows 7, Windows 10, and Windows 11 workstations
Experience supporting network and locally attached printers and plotters
High School Diploma or equivalent education and 1 work experience in desktop systems support
Microsoft SCCM/SharePoint and Bomgar familiarity
Proficiency with MS Office products such as Word, Excel, and Office 365
Experience with ServiceNow is desired
A+, MCDST, and other Microsoft certifications are highly desired
Relevant manufacturer certifications are desirable
Public Trust clearance required (required to obtain)
Familiarity with Video Conference systems setup and preparation is desirable

Technologies

Microsoft Office 365
Microsoft Windows XP, Windows 7, Windows 10, Windows 11
Windows 95, Windows 98, Windows 2000
Microsoft SCCM
SharePoint
Bomgar
ServiceNow
MS Office (Word, Excel)
Virtual workstation systems
Video conference systems

Security Clearance

Public Trust clearance (required to obtain)

Special Skills

Hands-on customer service approach
Troubleshooting of computers and peripherals
Good verbal and written communications skills
Organized and self-motivated
Ability to manage multiple priorities
Ability to work productively independently or as part of a team
Ability to work well with end users, IT team members, and department managers
May need to install third party vendor hardware to support user equipment functionality
Video conference systems setup and preparation familiarity is desirable

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