Service Desk Specialist

Overview

Job title: NCDOT - Technical Specialist
- Junior (741308)

Location:
Century Center, Raleigh NC

Duration: 7+ Months

The candidate will be allowed to work remotely until all staff return to site. At that point the candidate will be required to come onsite. The candidate will need to come onsite the first day for training.

Remote work for contractors is at the discretion of management and will be reviewed on an ongoing basis.

DOT WILL NOT ship their equipment. Candidate will be required to use his/her own equipment until he/she is working onsite full time.

• Proactively promotes positive customer relationships and mentors others to ensure client satisfaction and organizational success. Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems. Provides updates on work progress to the customer and others using call tracking system.
• Serves as a technical resource on all of NCDOT’s standard desktop applications to 10,000+ computer users. Supports end user password resets. Instructs users via phone and/or email on the basic functionality of desktop applications. Enters information into the Service Now call tracking system and monitors to ensure customer service needs are met for all computer and network related issues. Distributes Agency-wide email communications and notices related to technology issues.
• Works with Data Center Operations with user file server data storage, network reservations, data restores, various account creations and modifications (AD, email, NCID, CITRIX, etc.). Works with application development teams to identify application issues at the customer level and provide technical detail for problem identification. Works with network infrastructure teams to identify network issues at the customer level and provide technical detail to assist in network hardware resolutions.
• Project Management – Able to lead projects that require directing the work of others and with some latitude on actions or decisions. Leads team efforts and provides status on project work to management.
• Develop and maintain documentation for all responsible areas. Create and maintain process and procedure documentation for daily operational standards, aligned with IT internal SLAs and external SLAs. Review documentation annually.
• System Security – Ensure awareness of DOT and ITS security policies and protect data from unauthorized access, alteration, destruction, or misuse in accordance with IT Security Policies and standards.

• Ability to analyze customer needs and resolve technical problems independently; 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 LANs and PC systems; manage incidents and assist others with resolutions.
• Experience with Service Now or similar call tracking systems and ability to handle end-user requests (e.g., password resets, basic application usage guidance).
• Ability to distribute communications and notices related to technology issues.
• Strong technical knowledge of computer hardware, software, peripherals, networking protocols, and communication standards. Willingness to stay informed about current technologies and identify trends to propose solutions.
• Experience collaborating with Data Center Operations, application development teams, and network infrastructure teams to resolve issues.