Service Desk Specialist

About the role

The NC DIT-Transportation is seeking a Mid-Level Service Desk Specialist for a 12-month engagement to work with the Service Desk Team. This role involves using technical expertise in IT service delivery and understanding business needs to evaluate, prioritize, and address IT incident and problem tickets. The specialist serves as a technical resource for NCDOT’s standard desktop applications, supporting over 10,000 computer users.

Responsibilities

• Analyze and resolve technical problems independently, prioritizing tasks based on customer needs.
• Communicate highly technical information to non-technical users via phone and email.
• Troubleshoot hardware and software issues involving local area networks and personal computer systems.
• Manage critical incidents, identify problems, and assist with resolutions.
• Support end-user password resets and instruct users on desktop application functionality.
• Enter and monitor information in the ServiceNow call tracking system to ensure customer service needs are met.
• Distribute agency-wide email communications and notices related to technology issues.
• Proactively promote positive customer relationships and mentor others to ensure client satisfaction.
• Take ownership of customer problems and resolve them with a sense of urgency.
• Provide updates on work progress to customers and others using the call tracking system.
• Serve as a technical resource for complex problem-solving.
• 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 and network infrastructure teams to identify and resolve customer-level issues.
• Lead projects, assess team skills, and provide project status updates to management.
• Develop and maintain documentation for processes and procedures, ensuring compliance with Operational and Service Level Agreements.
• Implement IT security policies and protect data from unauthorized access or misuse.

Requirements

• 3 years of experience demonstrating technical understanding to resolve routine and non-routine software/hardware issues.
• 3 years of experience identifying trends and suggesting technical modifications to solve future problems.
• 3 years of experience consulting with clients and IT professionals to resolve technical problems and ensure client satisfaction.
• 3 years of experience documenting solutions and presenting them clearly.
• 3 years of experience analyzing technical and user documentation for support purposes.
• 3 years of experience working independently, managing schedules, and monitoring progress.
• 3 years of experience demonstrating customer orientation and effective verbal/written communication.
• 3 years of experience demonstrating initiative in solving problems associated with projects and daily work.
• 3 years of experience with the ServiceNow call tracking system.
• Knowledge of computer hardware, software, peripherals, networking protocols, and communications.
• Ability to stay abreast of current technology in a changing environment.

Benefits

• Long-term stability with multi-year opportunities and room for growth.
• Comprehensive health coverage for you and your family.
• 401(k) program for financial security.
• Support for immediate Green Card processing, if required.

Date Posted: 17-Aug-2026