Active Directory Technical Specialist

Overview

Senior Technical Support Specialist [Must have Active Directory, Servicenow] — Century Center, Raleigh NC — 12+ months

• Serve as an advanced level resource with specialized knowledge and experience in service desk and account management.
• Evaluate IT incident and problem tickets to prioritize based on business impact and communicate technical and functional concepts for data protection in Operations and Security.
• Provide technical support for NCDOT’s standard desktop applications to 12,000+ computer users; troubleshoot hardware and software problems involving LANs and PCs; manage critical incidents and drive resolutions.
• Assist end users with password resets; instruct users on basic desktop application functionality via phone or email; follow detailed procedures to provide routine problem solutions.
• Enter information into the Service Now call tracking system and monitor to ensure customer service needs are met for computer and network-related issues; distribute agency-wide communications related to technology issues.
• Perform advanced level account administration, create/modify accounts for new and existing employees; serve as an SME in Active Directory; troubleshoot data and application access issues and adjust AD properties as needed.
• Capture incidents, resolve them within Service Now, and document resolutions; provide weekly status reports to management.
• Apply knowledge of DOT and ITS security policies; implement IT Security Office requirements to protect data from unauthorized access, alteration, destruction, or misuse.
• Lead projects requiring coordination of team efforts; develop and maintain documentation for all responsible areas in accordance with IT internal SLAs and external SLAs; ensure annual review of documentation.

• Strong communication skills to effectively interact with a broad range of end-users and stakeholders.
• Proven experience with a technical specialty across large and complex implementations and systems.
• Excellent problem-solving ability to analyze customer needs and provide effective solutions; ability to manage time to meet schedules and priorities.
• Detail-oriented with the ability to document processes and resolutions clearly in Service Now.