NCDOT - Specialist- Expert

Connvertex Technologies•Raleigh, NC

1d•Onsite

About The Position

This request is for a Desktop Support Specialist to assist Client Services Operations to help support the high number of Service Desk requests, hardware installations, and customer software support in the Sanford, NC area. Travel Required. The NCDIT-Transportation is seeking an Expert Specialist resource for an engagement to work with the Client Services Team. Client Services uses technical expertise and understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact. 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. Communicates status of progress to the customer. Provides updates on work progress to Customer Support Specialists and the Service Desk using call tracking system. Has significant technical knowledge and serves as a resource for other technicians to help solve complex problems. Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications. Installs and images new computers and loads appropriate software for customers. Deploys new business applications as needed. Installs local and network printers and other peripherals and configuration of same. Responsible for user data and migration of profiles as computers are replaced. Stays abreast of current technology in a changing environment. Identifies emerging trends and issues, researches and makes suggestions for technical solutions to solve current and future problems. Uses extensive knowledge to develop and/or implement information technology solutions to enhance organizational success. 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 in order for development teams to accurately identify problems within applications. Works with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions. Project Management - Ability to lead projects that require directing the work of others and with some latitude on actions or decisions. Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success. Provides status on project work to management. Develop and maintain appropriate documentation for all responsible areas - This position is responsible for creating and maintaining all documentation of process and procedures for all areas this position is responsible for. This documentation is to be used by team members for operational standards of daily work. This documentation will also be used in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external). All documentation should be reviewed annually. System Security - It is the responsibility of all Technical Services Staff to be aware of DOT and ITS security policies, as well as the security issues directly affecting the systems and technology for which this position is directly involved. This position is responsible for implementing requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards.

Requirements

Expert Specialist resource for Client Services Team.
Technical expertise and understanding of business needs.
Significant technical knowledge.
Skilled in different types of computer hardware, software, peripherals, and components.
Skilled in networking protocols and communications.
Ability to lead projects requiring direction of others.
Ability to assess and integrate the skills and strengths of individuals.
Ability to develop and maintain appropriate documentation for all responsible areas.
Awareness of DOT and ITS security policies.
Awareness of security issues affecting systems and technology.
Ability to implement requirements of the IT Security Office.
Ability to protect data from unauthorized access, alteration, destruction, or usage inconsistent with IT Security Policies and standards.

Nice To Haves

Travel Required

Responsibilities

Assist Client Services Operations with Service Desk requests, hardware installations, and customer software support.
Evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact.
Promote positive customer relationships and mentor others.
Take ownership of customer problems and resolve incidents and problems with urgency.
Communicate status of progress to the customer and provide updates to Customer Support Specialists and the Service Desk using a call tracking system.
Serve as a resource for other technicians to help solve complex problems.
Install and image new computers and load appropriate software for customers.
Deploy new business applications as needed.
Install local and network printers and other peripherals and configure them.
Manage user data and migration of profiles as computers are replaced.
Stay abreast of current technology and identify emerging trends and issues.
Research and suggest technical solutions for current and future problems.
Develop and/or implement information technology solutions.
Work with Data Center Operations for user file server data storage, network reservations, data restores, and account creations/modifications (AD, email, NCID, CITRIX, etc.).
Work with application development teams to identify customer-level application issues and provide technical details.
Work with network infrastructure teams to identify customer-level network issues and provide technical details for hardware resolutions.
Lead projects, direct the work of others, and assess/integrate individual skills for project success.
Provide status on project work to management.
Create and maintain documentation of processes and procedures for all responsible areas.
Implement requirements of the IT Security Office and protect data from unauthorized access, alteration, destruction, or usage inconsistent with IT Security Policies and standards.