Active Directory Technical Specialist

About the role

The NC DIT-Transportation is seeking a Technical Specialist resource for a 12-month engagement to work with the Service Desk/Accounts Team. This candidate serves as an advanced level resource with specialized knowledge and experience in service desk and account management.

Responsibilities

• Serves as a technical resource on all of NCDOT’s standard desktop applications to 12,000+ computer users.
• Provides an understanding and knowledge of applications serving as a strong base for technical expertise in NCDOT products and programs.
• Ability to work independently to analyze customer’s 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 local area networks and personal computer systems; manage critical incidents, identify problems, make necessary corrections, and/or assist others with resolutions.
• Takes calls from end users verifying their identity, demographics and communicating effectively to understand their request.
• Enters information into the ServiceNow 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.
• Performs advanced level professional work in account administration and analyzes information to create and/or modify accounts for new employees and/or existing employees.
• Functions as a niche technical subject matter expert (SME) in Active Directory with a high technological skill level.
• Ability to troubleshoot data and application access issues and adjust Active Directory properties as needed.
• Ability to capture incidents and resolve incidents within ServiceNow and issues identified by the business with the ability to document resolutions providing weekly status reports to Management.
• Provides the knowledge and skills of DOT and ITS security policies, as well as the security issues directly affecting the systems and technology for which employees are directly involved. They are 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 policies and standards.

Requirements

• Uses technical expertise in the Service Delivery of an Information Technology Infrastructure and an understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact.
• Ability to work independently to analyze customer’s 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 local area networks and personal computer systems; manage critical incidents, identify problems, make necessary corrections, and/or assist others with resolutions.
• Ability to troubleshoot data and application access issues and adjust Active Directory properties as needed.
• Ability to capture incidents and resolve incidents within ServiceNow and issues identified by the business with the ability to document resolutions providing weekly status reports to Management.
• Provides the knowledge and skills of DOT and ITS security policies, as well as the security issues directly affecting the systems and technology for which employees are directly involved. They are 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 policies and standards.

Qualifications

• Uses technical expertise in the Service Delivery of an Information Technology Infrastructure and an understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact.
• Ability to work independently to analyze customer’s 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 local area networks and personal computer systems; manage critical incidents, identify problems, make necessary corrections, and/or assist others with resolutions.
• Ability to troubleshoot data and application access issues and adjust Active Directory properties as needed.
• Ability to capture incidents and resolve incidents within ServiceNow and issues identified by the business with the ability to document resolutions providing weekly status reports to Management.
• Provides the knowledge and skills of DOT and ITS security policies, as well as the security issues directly affecting the systems and technology for which employees are directly involved. They are 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 policies and standards.

Skills

• Advanced level technical expertise in service desk and account management.
• Specialized knowledge and experience in service desk and account management.
• Technical expertise in the Service Delivery of an Information Technology Infrastructure and an understanding of business needs.
• Ability to troubleshoot data and application access issues and adjust Active Directory properties as needed.
• Ability to capture incidents and resolve incidents within ServiceNow and issues identified by the business with the ability to document resolutions providing weekly status reports to Management.
• Knowledge of DOT and ITS security policies, as well as the security issues directly affecting the systems and technology for which employees are directly involved.

Benefits

• Not specified

Pay

ESTIMATED: $88,734 per year

Schedule

Not specified