Job Description & Details
This is a heavy-duty, hands-on desktop support role embedded within the NCDIT-Transportation organization in Raleigh, requiring frequent travel and deep technical troubleshooting. If you enjoy fixing complex hardware failures, managing device imaging at scale, and acting as the frontline technical face for hundreds of users, this 11-month contract will keep you moving. You won't just be swapping out mice; you'll be managing the full lifecycle of enterprise IT assets while interfacing directly with network and data center teams.
What You'll Actually Be Doing
Expect your day-to-day to be a high-tempo mix of break-fix triage, new hardware rollouts, and data migrations. You'll be imaging and provisioning fresh machines, setting up local and network printers, and ensuring user files and profiles transfer seamlessly during hardware refreshes. Because this role requires travel, you'll be moving between different local sites to handle hands-on hardware components, mobile devices, and peripherals that remote tools just can't touch. When stubborn application or network issues pop up, you'll be the one gathering the technical telemetry needed by the infrastructure and development teams to push a real fix.
The Core Tech Stack
You need absolute fluency in enterprise desktop hardware, networking fundamentals, and peripherals, backed by a solid seven years of experience. Mastery of imaging tools and software deployment protocols is non-negotiable since you'll be constantly building and refreshing workstations. You'll also live inside ServiceNow to track incidents, document troubleshooting steps, and maintain strict SLAs, so proven ticketing hygiene and proactive process documentation are key to surviving and thriving here.
Interview Expectations
The hiring managers are going to want proof of your systematic troubleshooting process under pressure. Expect a scenario-based question where a VIP user's machine crashes mid-day with a corrupted profile and critical data on the drive—they want to hear how you calmly secure the data, migrate the profile, and get them operational without losing a single file. They'll also probe your experience with ServiceNow and ITIL frameworks, specifically looking for how you escalate complex networking or Active Directory issues to backend teams without dropping the ball on user communication.
Application Advice
Your resume needs to heavily feature hard numbers and specific tool names rather than vague support duties. Make sure 'ServiceNow', 'imaging', 'Active Directory', 'profile migration', and 'hardware troubleshooting' are front and center, ideally paired with a mention of how many endpoints you've managed simultaneously. Emphasize your documentation skills and any experience you have leading small projects or mentoring teammates, as the state is looking for a senior-level specialist who can operate with autonomy and keep the ticket queue moving.