Technical Specialist - Junior - Normal
Technical Specialist - Junior - Normal
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Job: Technical Specialist - Junior - Normal (767739)
Location : Century Center Raleigh NC (Onsite)
Duration: 12 months contract
The NC DIT-Transportation is seeking a Technical Specialist resource for a 12-month engagement to work with the Service Desk/Accounts Team. This candidate serves as an advanced level resource with specialized knowledge and experience in service desk and account management. Uses technical expertise in the Service Delivery of an Information Technology Infrastructure and an understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact and demonstrates expertise in conveying technical and functional concepts for data protection in Operations and Security.
Serves as a technical resource on all of NCDOTs standard desktop applications to 12000 computer users. Provides an understanding and knowledge of applications serving as a strong base for technical expertise in NCDOT products and programs. Ability to work independently to analyze customers needs and resolve technical problems; manage time to meet schedules; prioritize tasks according to customer needs; communicate highly technical information to non-technical users; troubleshoot hardware and software problems involving local area networks and personal computer systems; manage critical incidents identify problems make necessary corrections and/or assist others with resolutions. Supports end user password resets. Instructs users via phone and/or email on the basic functionality of desktop applications. Follows detailed procedures while making recommendations for routine problem solutions. Takes calls from end users verifying their identity demographics and communicating effectively to understand their
Performs advanced level professional work in account administration and analyzes information to create and/or modify accounts for new employees and/or existing employees. Functions as a niche technical subject matter expert (SME) in Active Directory with a high technological skill level. Ability to troubleshoot data and application access issues and adjust Active Directory properties as needed. Ability to capture incidents and resolve incidents within ServiceNow and issues identified by the business with the ability to document resolutions providing weekly status reports to Management. Considerable knowledge as demonstrated by an understanding of critical information technology operations and security. Provides the knowledge and skills of DOT and ITS security policies as well as the security issues directly affecting the systems and technology for which employees are directly involved. They are responsible for implementing requirements of the IT Security Office and protecting data from unauthorized access
This work requires very strong communication skills an ability to effectively interact with a broad range of end-users and others as well as an ability to use a variety of resources for providing support. Employees at this level typically provide advanced support for a broad range of technologies or in-depth support for a more narrowly defined area of technology. Proven experience with a technical specialty across large and complex implementations and systems.
Project Management -
Ability to lead projects that require directing the work of others and with some latitude on actions or decisions. Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success. Provides status on project work to management.
Develop and maintain appropriate documentation for all responsible areas -
This position is responsible for creating and maintaining all documentation of process and procedures for all areas this position is responsible for. This documentation is to be used by team members for operational standards of daily work. This documentation will also be used in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external). All documentation should be reviewed annually.
System Security -
It is the responsibility of all Technical Services Staff to be aware of DOT and ITS security policies as well as the security issues directly affecting the systems and technology for which this position is directly involved. This position is responsible for implementing requirements of the IT Security Office and protecting data from unauthorized access alteration destruction or usage in a manner inconsistent with covered IT Security Policies and standards.
Advanced level resource with specialized knowledge and experience in account management administering Active Directory.
Required
3
Years
Hands-on experience administering Microsoft Active Directory 2008/2012 in a multi-site and multi-domain organization.
Required
3
Years
Ability to integrate knowledge and skills from a range of technologies to address work assignments and problems of moderate to high complexity.
Required
3
Years
Advanced knowledge of appropriate security measures of the organization.
Required
3
Years
Ability to proactively establish a positive relationship by demonstrating a sense of urgency in interactions with clients.
Required
3
Years
Ability to analyze and assess client needs to develop effective and appropriate solutions.
Required
3
Years
Knowledge and skills from a range of technologies to address work assignments.
Required
3
Years
Ability to consult with clients and other IT professionals to resolve technical problems and ensure client satisfaction.
Required
3
Years
Ability to document solutions that solve client problems and clearly presents these solutions.
Required
3
Years
Analysis of technical and user documentation for technical assistance and support.
Required
3
Years
Ability to work independently on tasks develops own work schedule and monitors progress against defined parameters.
Required
3
Years
Demonstrates a customer orientation and effectively communicates verbally and in writing.
Required
3
Years
Provides excellent customer service to individual clients and to other team members.
Required
3
Years
Demonstrates strong analytical and problem-solving skills w/ ability to diagnose and resolve highly visible production incidents methodically.
Required
3
Years
Demonstrates initiative in solving problems associated with projects and daily work.
Required
3
Years
Demonstrates a range of technical understanding to independently resolve routine and non-routine issues on software and/or hardware.
Required
3
Years
Ability to identify trends and makes suggestions for technical modifications to solve future problems.
Required
3
Years
Demonstrates knowledge and a working experience with ServiceNow call tracking system.
Thanks & Regards
Employment Type
Full-time
