NCDOT- Specialist- Expert

Role Summary

This position is a Desktop Support Specialist that will assist Client Services Operations to support 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 the ability to travel as needed.

• Evaluate assigned IT incident and problem tickets and prioritize based on business impact.
• Promote positive customer relationships and mentor 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.
• Communicates status of progress to customers and provides updates to Customer Support Specialists and the Service Desk using the call tracking system.
• Serves as a technical resource for other technicians to diagnose and solve complex problems.
• Installs, images, and configures new computers, local and network printers, and other peripherals.
• Deploys new business applications as needed.
• Migrates user data and profiles when computers are replaced.
• Stays abreast of current technology, identifies emerging trends and issues, researches solutions, and makes recommendations.
• Develops and implements IT solutions to enhance organizational success.
• Performs user file server data storage, network reservations, data restores, and account modifications (AD, email, NCID, CITRIX, etc.) in collaboration with Data Center Operations.
• Collaborates with application development teams to identify and document application issues at the customer level.
• Collaborates with network infrastructure teams to provide technical details for network hardware resolutions.
• Leads projects that require directing the work of others, providing status updates to management, and integrating team strengths.
• Creates and maintains all documentation of processes and procedures for operational standards and contract agreements, reviewing annually.
• Ensures compliance with DOT and ITS security policies, implements IT Security Office requirements, and protects data from unauthorized access or misuse.

Candidate must work onsite in the Columbus, Bladen and Sampson County area and be able to travel for the role as required. Expenses for required travel will be reimbursed.

• 7 years of experience installing and imaging computers and loading appropriate software.
• 7 years of experience installing local and network printers and peripherals.
• 7 years of experience migrating data and user profiles.
• 7 years of experience documenting processes and procedures related to technical field support activities.
• 7 years of experience using the Service Now call tracking system.
• Strong knowledge of computer hardware, software, peripherals, networking protocols, and communications.