Specialist- Expert (Desktop Support Specialist)

Job Title:

Specialist Expert (Desktop Support Specialist / Client Services Operations)

Location:

Matthews, NC (Onsite Travel Required)

Duration:

Contract Experience Level:

7+ years Key Responsibilities Provide advanced desktop and workstation support across enterprise environments Evaluate and prioritize Service Desk incidents based on business impact Install and image desktop and laptop systems and deploy enterprise software Configure local and network printers and peripheral devices Perform user data migration and profile transfers during workstation replacement Support account provisioning including Active Directory, email, NCID, and Citrix access Coordinate with Data Center Operations for file storage and data restoration activities Troubleshoot application-level issues with development teams Support escalation of network-related issues with infrastructure teams Maintain accurate ServiceNow ticket updates and communicate progress with users Develop and maintain technical documentation aligned with SLA and OLA standards Implement endpoint security controls aligned with DOT security policies Mentor technical staff and assist with complex issue resolution Identify trends and recommend technical improvements Support technical deployments and workstation rollout projects Required Qualifications 7+ years of experience supporting enterprise workstation hardware, software, peripherals, and networking environments 7+ years of experience installing and imaging desktop and laptop systems 7+ years of experience installing and configuring local and network printers and peripherals 7+ years of experience migrating user data and workstation profiles 7+ years of experience documenting technical support processes and procedures 7+ years of experience working with ServiceNow or similar ticket tracking platforms 7+ years of experience supporting field technical operations requiring travel Technical Skills Enterprise Windows workstation support Active Directory account administration Citrix environment access support ServiceNow incident and request tracking Printer and peripheral deployment Endpoint imaging and configuration tools File server storage support and data restore coordination Application deployment troubleshooting Project Responsibilities Lead small technical deployment initiatives as assigned Coordinate technical activities across support teams Provide project status updates to management Maintain documentation supporting operational standards compliance Security Responsibilities Follow DOT and ITS security policies and procedures Protect enterprise data from unauthorized access or misuse Implement endpoint security requirements from the IT Security Office Work Environment Requirements Onsite role in Matthews, NC Travel required within support coverage area Candidate must function as senior escalation resource for Service Desk operations