IT Support Specialist

Position Title: Expert IT Specialist

Location: Sanford, NC 27330

Anticipated Start Date: ASAP

Please note this is the target date and it is subject to change. BCforward will send official notice ahead of a confirmed start date.

Expected Duration: 12+ months contract with the possibility of extension.

Job Type: Onsite

Pay Range: $45.00/hr. - $48.00/hr.

Please note that actual compensation may vary within this range due to factors such as location, experience, and job responsibilities, and does not encompass additional non-standard compensation (e.g., benefits, paid time off, per diem, etc.).

Job Summary:
An organization is seeking an Expert IT Support Specialist to join the Client Services Team. This role requires a highly skilled technical professional who can evaluate and resolve complex IT issues, guide support teams, and ensure excellent customer service. The candidate will take ownership of incidents, drive prompt resolution, and contribute to overall IT service excellence.

Responsibilities:

• Evaluate and prioritize IT service desk tickets to assess technical impact and business urgency.
• Troubleshoot and resolve incidents efficiently while maintaining regular communication with stakeholders.
• Provide expert-level support and mentoring to fellow technicians.
• Install, image, and configure computers, software, peripherals, local and network printers.
• Migrate user data and profiles during system upgrades or replacements.
• Maintain up-to-date technical documentation and standard operating procedures.
• Identify and suggest solutions for emerging technical challenges and trends.
• Collaborate with infrastructure, development, and operations teams to support cross-functional technical issues.
• Assist with account creations, data restores, network reservations, and access configurations (e.g., AD, email, Citrix).
• Participate in deployment of business applications and maintain operational standards.

Project Management:

• Lead and coordinate team-based technical projects.
• Assign and direct work within teams to meet goals.
• Provide regular project updates and progress reports to leadership.

Documentation:

• Create and maintain procedural documentation for daily operations.
• Ensure alignment with internal and external service-level agreements (OLAs and SLAs).
• Review and update documentation annually.

System Security:

• Comply with security standards and implement data protection measures.
• Maintain awareness of relevant IT security policies and ensure secure system usage.
• Protect sensitive information from unauthorized access or misuse.

Required Skills:

• 7+ years of experience with computer hardware, software, peripherals, networking protocols, and communications.
• 7+ years of experience installing, imaging, and configuring systems and peripherals.
• 7+ years of experience migrating user data and profiles.
• 7+ years of experience documenting technical processes and procedures.
• 7+ years of experience using ServiceNow or similar ticketing systems.
• Ability to travel as needed for the role.
  

Benefits:

BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.

BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.

This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 238864 when responding to this ad.