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NCDOT - Service Support Analyst- Senior
Ref No.: 17-02822
Location: 1020 Birch Ridge Dr., North Carolina
 The purpose of this position is to function as a Helpdesk Analyst providing consultation, support, and/or training to clients of computer or other information technology based system. 

The purpose of this position is to function as a Helpdesk Analyst providing consultation, support, and/or training to clients of computer or other information technology based system.  May provide routine and non-routine support for a broad range of information related technologies, or may provide in-depth support for a narrowly defined area of technology.

•    Performs account administration (create/modify Active Directory accounts, Exchange accounts, NCID accounts and other user accounts).
•    Analyzes information provided by HR personnel and Client Services technicians in order to create and/or modify accounts for new employees and/or existing NCDOT employees.  
•    Is able to use the information provided to assess data and application access.
Is able to troubleshoot data and application access issues and adjust Active Directory properties as needed

•    Distributes Agency-wide email communications and notices related to technology issues
•    Maintains mainframe printer node configurations
•    Serves as project team member and makes recommendations for routine problem solutions
•    Work on special projects which require planning of how, when and who the task will be preformed
•    Refers highly complex or difficult technical problems to a higher-level Technology Support Specialist or other technical resource for that particular technology questions
•    Provides basic support of hardware, software, applications, NCDOT internal and external users
•    Serves as a technical resource on all of NCDOT's standard desktop applications to 10,000+ computer users
•    Instructs users via phone and/or email on the basic functionality of desktop applications
•    Follows detailed procedures while making recommendations for routine problem solutions
•    Enters information into call tracking system and monitors to ensure customer service needs are met for all computer and network related issues
•    Communicates effectively in oral and written formats
•    Promotes a positive customer relationship while working with other Helpdesk staff and high level Analyst and Specialists
•    Schedules and Facilitates daily operations status calls
•    Initiates Major Incident Process (MIP) communications and conference bridges
•    Maintains Major Incident Logs
•    Maintains employee directory


 
Skill
Required / Desired
Amount
of Experience
 
Excellent verbal and written communication skills
Highly desired
5
Years
Experience with HEAT Call Tracking or similar tool, Avaya or similar call distribution tool, Microsoft Windowns, Office 2010/2013/2016, O365.
Highly desired
5
Years
Experience and thorough knowledge in Active Directory administration, such as, creation/modification of accounts
Highly desired
5
Years
Ability to manage tasks and meet schedules; ability to write technical documentation that is easily understood by staff and customers.
Required
5
Years
Excellent Customer service and teamwork.
Required
5
Years
Ability to independently resolve routine and some non-routine problems. Ability to solve problems and perform diagnostics on software and/or hardware
Required
5
Years
Ability to identify and understand reoccurring problems and recommends solutions.
Required
5
Years
Ability to follow complex and/or detailed technical procedures.
Required
5
Years