Job Description & Details
This is an on-site, heavy-lifting desktop support role embedded within the NCDMV Headquarters in Rocky Mount, NC. You will act as an escalation point for complex technical issues, handling everything from physical hardware deployments to bridging the gap between end-users, data center operations, and application development teams.
What You'll Actually Be Doing
Expect your day to be a mix of high-volume ticket resolution, hardware imaging, and user profile migrations. You won't just be plugging in monitors; you'll be actively troubleshooting complex desktop hardware and software issues, deploying new business applications, and configuring local and network printers. Because you are sitting at the HQ level, you will also collaborate with network infrastructure and data center teams to diagnose deeper server or connectivity failures while keeping accurate documentation in line with strict internal SLAs.
The Core Tech Stack
You need a minimum of 7 years of deep, hands-on experience with hardware imaging, peripheral configuration, and user profile data migration. Mastery of the ServiceNow ticketing system is non-negotiable since you'll be tracking and escalating incidents constantly. A strong understanding of Active Directory, Citrix, and basic network protocols is essential because you'll routinely handle account creations, modifications, and file server data storage tasks.
Interview Expectations
The hiring managers are going to want proof that you can handle high-stress environments without letting tickets fall through the cracks. They will likely ask you to explain a time you had to troubleshoot a persistent, undocumented network printer failure while a VIP user was waiting. They want to see how you methodically isolate variables—checking drivers, IP configurations, and print server queues—while maintaining clear, professional communication with the customer.
Application Advice
Your resume needs to heavily feature the magic keywords from the job description if you want to make it past the initial screening. Make sure phrases like 'ServiceNow call tracking system', 'user profile data migration', and 'imaging new computers' are explicitly written out with your 7+ years of experience clearly stated. Do not rely on vague IT generalist phrasing; spell out your direct experience managing hardware rollouts and writing operational documentation to show you understand enterprise-grade IT governance.