NCDOT- Specialist- Expert

Role Overview

Desktop Support Specialist to assist Client Services Operations with a high volume of Service Desk requests and customer software support in Elizabethtown and surrounding counties. The role requires onsite work in the Columbus, Bladen, and Sampson County area and travel for related responsibilities.

• Evaluate IT incident and problem service desk tickets, prioritize them, and assess business impact.
• Promote positive customer relationships, mentor colleagues, and ensure client satisfaction.
• Take ownership of customer problems, resolve incidents and problems with urgency, and communicate progress to customers.
• Provide updates on work progress to Customer Support Specialists and the Service Desk through the call tracking system.
• Serve as a technical resource for other technicians solving complex issues.
• Install, image, and configure new computers, load appropriate software, and deploy new business applications.
• Install local and network printers and configure peripherals.
• Manage user data migration and profile transfers during computer replacements.
• Keep abreast of current technology, identify emerging trends, and recommend technical solutions.
• Develop and implement IT solutions to enhance organizational success.
• Collaborate with Data Center Operations on file server storage, network reservations, data restores, and account management (AD, email, NCID, CITRIX, etc.).
• Work with application development teams to diagnose and document customer-level application issues.
• Assist network infrastructure teams with hardware resolutions and detailed technical information.
• Lead projects requiring direction of others, assess team strengths, and provide status updates to management.
• Create and maintain documentation of processes and procedures for operational standards and SLA compliance, reviewing annually.
• Implement IT Security policies, protecting data from unauthorized access and ensuring compliance with DOT and ITS security standards.

• 7+ years of experience installing and imaging computers and installing local and network printers.
• 7+ years of experience migrating data and user profiles.
• 7+ years of experience documenting processes and procedures for technical field support.
• 7+ years experience with Service Now call tracking system.
• Comfortable with travel within the Columbus, Bladen, and Sampson County areas.
• Strong knowledge of computer hardware, software, peripherals, networking protocols, and communications.

Onsite work in Columbus, Bladen, and Sampson counties; travel required, with expenses reimbursed.