Overview
Job title:
NCDOT - Technical Specialist- Junior (741308) Location:
Century Center, Raleigh NC Duration:
7+ Months Responsibilities
The NC DIT-Transportation is seeking a Mid-Level Specialist resource for an engagement to work with the Service Desk Team. The Service Desk uses technical expertise in the Service Delivery of an IT Infrastructure and an understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact. Serve as a technical resource on all of NCDOT’s standard desktop applications to 10,000+ computer users. Provide knowledge of applications serving as a base for technical expertise in NCDOT products and programs. Ability to work independently to analyze customer 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 LANs and personal computer systems. Manage critical incidents, identify problems, make necessary corrections, and/or assist others with resolutions. Support end user password resets. Instruct users via phone and/or email on the basic functionality of desktop applications. Follow detailed procedures while making recommendations for routine problem solutions. Take calls from end users verifying their identity, demographics and communicating effectively to understand their request. Enter information into the ServiceNow call tracking system and monitor to ensure customer service needs are met for all computer and network related issues. Distribute Agency-wide email communications and notices related to technology issues. Proactively promote positive customer relationships and mentor others to ensure client satisfaction and organizational success. Take ownership of customer problems and work with a sense of urgency to resolve incidents and problems. Provide updates on work progress to the customer and others using the call tracking system. Apply substantial technical knowledge and act as a resource for others to resolve complex problems. Stay abreast of current technology and identify emerging trends and issues. Research and suggest technical solutions to solve current and future problems. Use knowledge to develop and/or implement IT solutions to enhance organizational success. Work with Data Center Operations on user file server data storage, network reservations, data restores, and account creations/modifications (AD, email, NCID, CITRIX, etc.). Collaborate with application development teams to identify application issues at the customer level and provide technical detail to help development teams diagnose problems. Work with network infrastructure teams to identify network issues at the customer level and provide technical detail for network hardware resolutions. Project Management
Ability to lead projects that require directing the work of others and with some latitude on actions or decisions. Lead team efforts and assess and integrate the skills and strengths of individuals for project and organizational success. Provide status on project work to management. Documentation
Develop and maintain documentation for all responsible areas. Create and maintain all process and procedure documentation for areas this position oversees. Documentation should be used by team members for operational standards and in accordance with IT internal/Service Level Agreements. All documentation should be reviewed annually. System Security
All Technical Services Staff must be aware of DOT and ITS security policies and related security issues affecting the systems and technology for which this position is responsible. Implement IT Security Office requirements and protect data from unauthorized access, alteration, destruction, or misuse in line with security policies and standards.
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Job title:
NCDOT - Technical Specialist- Junior (741308) Location:
Century Center, Raleigh NC Duration:
7+ Months Responsibilities
The NC DIT-Transportation is seeking a Mid-Level Specialist resource for an engagement to work with the Service Desk Team. The Service Desk uses technical expertise in the Service Delivery of an IT Infrastructure and an understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact. Serve as a technical resource on all of NCDOT’s standard desktop applications to 10,000+ computer users. Provide knowledge of applications serving as a base for technical expertise in NCDOT products and programs. Ability to work independently to analyze customer 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 LANs and personal computer systems. Manage critical incidents, identify problems, make necessary corrections, and/or assist others with resolutions. Support end user password resets. Instruct users via phone and/or email on the basic functionality of desktop applications. Follow detailed procedures while making recommendations for routine problem solutions. Take calls from end users verifying their identity, demographics and communicating effectively to understand their request. Enter information into the ServiceNow call tracking system and monitor to ensure customer service needs are met for all computer and network related issues. Distribute Agency-wide email communications and notices related to technology issues. Proactively promote positive customer relationships and mentor others to ensure client satisfaction and organizational success. Take ownership of customer problems and work with a sense of urgency to resolve incidents and problems. Provide updates on work progress to the customer and others using the call tracking system. Apply substantial technical knowledge and act as a resource for others to resolve complex problems. Stay abreast of current technology and identify emerging trends and issues. Research and suggest technical solutions to solve current and future problems. Use knowledge to develop and/or implement IT solutions to enhance organizational success. Work with Data Center Operations on user file server data storage, network reservations, data restores, and account creations/modifications (AD, email, NCID, CITRIX, etc.). Collaborate with application development teams to identify application issues at the customer level and provide technical detail to help development teams diagnose problems. Work with network infrastructure teams to identify network issues at the customer level and provide technical detail for network hardware resolutions. Project Management
Ability to lead projects that require directing the work of others and with some latitude on actions or decisions. Lead team efforts and assess and integrate the skills and strengths of individuals for project and organizational success. Provide status on project work to management. Documentation
Develop and maintain documentation for all responsible areas. Create and maintain all process and procedure documentation for areas this position oversees. Documentation should be used by team members for operational standards and in accordance with IT internal/Service Level Agreements. All documentation should be reviewed annually. System Security
All Technical Services Staff must be aware of DOT and ITS security policies and related security issues affecting the systems and technology for which this position is responsible. Implement IT Security Office requirements and protect data from unauthorized access, alteration, destruction, or misuse in line with security policies and standards.
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