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Desktop Support Specialist - 700493 - RD
Career Insights for Technical Support Engineer / Analyst
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Scorecard
Based on North Carolina data
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What they do
A Technical Support Engineer or Analyst provides technical support as a part of an organization's information technology department, or assists customers with technical issues related to computer or technology products. Helps to maintain company computer and phone networks and troubleshoot problems Helps clients diagnose and solve computer or technology system problems.
$57,160 / year median in North Carolina
-0% projected decline
Job Description
Resolve complex service desk incident and problem tickets in ServiceNow, serving as an escalation point for technical issues. Image, configure, and deploy desktop/laptop hardware, software, peripherals, and network printers. Manage user profile migrations, data transfers, file server data storage, network reservations, and account setups (AD, Email, NCID, Citrix). Collaborate with application development and network infrastructure teams to diagnose system-level issues and provide detailed technical telemetry. Lead field support projects, direct junior technician workflows, and report project milestones to management. Create, maintain, and review standard operating procedures (SOPs), process documentation, OLAs, and SLAs annually. Enforce client's security policies to safeguard data integrity and system access.