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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