Senior Technical Support Specialist

Job Title: NCDOT - Technical Specialist- Senior (766377) Location: Remote/Raleigh, NC

• **The candidate will be allowed to work remotely until all staff return to site. At that point the candidate will be required to come onsite.

Duration: 12+ months NC DIT-Transportation is seeking a Technical Specialist resource for a 12-month engagement to work with the Account Management Team. This will be a lead role to include ticket assignment, training, queue management, and daily reconciliation with HR data.

• **The candidate must come in to pick up his or her equipment on the first day at own expense. A candidate or a vendor representative must come in to drop off his or her equipment on the last day at own expense.

This candidate will manage the daily deactivation and daily leave of absence (loa) reports from NCDOT Human Resources to ensure ServiceNow request has been sent in parallel to Beacon/Fiori. This candidate will perform queue Management review to ensure the right ticket is closed at the right time. This candidate will be responsible for training all Account Management staff in all team processes and procedures. This candidate will be responsible for daily ticket assignment. This candidate will serve as a lead resource with specialized knowledge and experience in account management. Demonstrates expertise in conveying technical and functional concepts for data protection. Accounts and Access Management uses technical expertise in the Operations and Security of Information Technology Infrastructure, and an understanding of business needs to evaluate assigned IT incident and problem user requests to appropriately prioritize and evaluate business impact. Candidate performs advanced level professional work in account administration and analyzes information to create and/or modify accounts for new employees and/or existing employees. Has advanced administrative configuration responsibilities to nine different systems to include NCDOT Microsoft Active Directory, NCDIT NCID, NCDIT myNCID, AvePoint, Cayosoft, NCDIT Admin Mail Portal, Apple Management Console, NCDOT Online Directory, and ServiceNow. Ability to independently resolve problems through advanced system analysis and troubleshooting procedures. Receives logs and fully documents requests from the business using ServiceNow. 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. Considerable knowledge is demonstrated by an understanding of critical information technology operations and security. Provides the knowledge and skills of NCDOT and NCDIT security policies, as well as security issues directly affecting the systems and technology for which employees are directly involved. They are responsible for implementing requirements of the NCDIT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered NCDIT policies and standards. This function requires an in-depth understanding of a wide variety of technologies to effectively support end-users and provide guidance to others. This work requires very strong communication skills, and the ability to effectively interact with a broad range of end-users and others, as well as an ability to use a variety of resources for providing support. Employees at this level typically provide advanced support for a broad range of technologies, or in-depth support for a more narrowly defined area of technology. Proven experience with a technical specialty across large and complex implementations and systems. Project Management - Ability to lead projects that require directing the work of others. 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 NCDOT and NCDIT 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 NCDIT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered NCDIT Security Policies and standards. Apply tot his job Apply To this Job