IT Support

• Provide remote support to other US staff and CI customers
• Support over 4,000 customers at over 250 posts of duty nationwide and several international offices
• Respond to customers via telephone and other services
• Educate customers about self-service options
• Process tickets from various ticket queues
• Address emails promptly by responding or processing requests
• Resolve customer problems through ticket queues or escalate them to service providers
• Manage user accounts, including adding, removing, and maintaining access to resources
• Install systems in customer organizations
• Install primary and peripheral computer software and hardware
• Troubleshoot and resolve desktop, laptop, application, software, hardware, and operating-system issues
• Participate in remote chat service delivery regarding equipment configuration, operating systems, utility programs, and software applications
• Test and debug programs according to detailed requirements and submit results
• Test software deployments and submit survey results

IT Help Desk Specialist

• Lead and/or participate in the design, development, and implementation of complex system engineering activities
• Support end-to-end infrastructure technology projects involving server, network, and storage requirements and design
• Coordinate execution across technology organizations, CIO teams, and lines of business
• Manage multiple projects or a single complex project
• Partner with Program and Project Managers and SMEs to create business requirements for technology solutions
• Assist with technology estimates and manage technology solutions through full-scale deployment in a live environment
• Uncover root causes to business challenges, identify opportunities, and make recommendations
• Simplify and standardize application stacks and remove developer customization
• Define architectural vision and solutions aligned to enterprise architecture strategy and platform choices
• Evaluate system impacts, determine primary systems/subsystems and interfaces, and assist with end-to-end solution design
• Define non-functional requirements and architectural runway for new epics/features
• Consult with business and operations to identify technology challenges and opportunities
• Plan and prioritize technology-focused backlog items with product management and stakeholders
• Perform design and code reviews for security, performance, maintainability, scalability, usability, and reliability
• Lead high-level architecture shaping and ensure flexible, modular, adaptable designs
• Educate team members on technology practices, standardization strategies, and best practices
• Clarify architecture and assist development teams with system design and architectural impediments
• Create architectural designs using defined best practices, templates, and documentation, and suggest improvements

Architect – Enterprise Risk and Finance Technology

• Develop and deliver innovative consumer software and services with leadership and cross-functional teams
• Work with technical and non-technical stakeholders to understand and improve product capabilities
• Define the long-term strategy and vision for device management, leveraging new technologies to deliver customer features
• Analyze customer feedback and usage metrics to identify key pain points
• Deliver long-term, large-scale solutions requiring vision, creativity, innovation, and advanced analytical and inductive thinking
• Drive requirements definition, customer experience design, product roadmap, and prioritization
• Partner with HBT teams to understand customer needs and influence adoption of new services
• Manage bottlenecks and provide escalation management
• Anticipate and make trade-offs, balance business needs against technical constraints, and maximize business benefit while building strong customer experiences
• Manage the ecommerce platform throughout the Product Lifecycle
• Gather and prioritize product and customer requirements
• Define product vision and manage release scope using qualitative and quantitative data analysis
• Work with engineering, sales, marketing, and support to deliver products and meet revenue and customer satisfaction goals
• Support business reviews and communicate and present across all organizational levels
• Report directly to the Director of IT Program Management

IT Support jobs in North Carolina

IT Help Desk Specialist

Architect – Enterprise Risk and Finance Technology

Digital Product Manager – Lead IT Engineer