Technical Specialist

NCDOT - Technical Specialist - Junior - Normal (767739) in Raleigh, NC 27610

Position Title: NCDOT - Technical Specialist - Junior - Normal (767739)

Location: Raleigh, NC 27601-

Shift Timing: Mon-Friday 40.00 Hours Per Week

Duration: 12 months contract.

Pay Rate: $53.68 Hourly

Skill Matrix:

Skill

Years Used

Last Used

Advanced level resource with specialized knowledge and experience in account management administering Active Directory.

3

2025

Hands-on experience administering Microsoft Active Directory 2008/2012 in a multi-site and multi-domain organization.

3

2025

Ability to integrate knowledge and skills from a range of technologies to address work assignments and problems of moderate to high complexity

3

2025

Advanced knowledge of appropriate security measures of the organization

3

2025

Ability to proactively establish a positive relationship by demonstrating a sense of urgency in interactions with clients.

3

2025

Ability to analyze and assess client needs to develop effective and appropriate solutions

3

2025

Knowledge and skills from a range of technologies to address work assignments

3

2025

Ability to consult with clients and other IT professionals to resolve technical problems and ensure client satisfaction

3

2025

Ability to document solutions that solve client problems and clearly presents these solutions.

3

2025

Analysis of technical and user documentation for technical assistance and support

3

2025

Ability to work independently on tasks, develops own work, schedule and monitors progress against defined parameters.

3

2025

Demonstrates a customer orientation and effectively communicates verbally and in writing

3

2025

Provides excellent customer service to individual clients and to other team members.

3

2025

Demonstrates strong analytical and problem-solving skills w/ ability to diagnose and resolve highly visible production incidents methodically.

3

2025

Demonstrates initiative in solving problems associated with projects and daily work.

3

2025

Demonstrates a range of technical understanding to independently resolve routine and non-routine issues on software and/or hardware.

3

2025

Ability to identify trends and makes suggestions for technical modifications to solve future problems.

3

2025

Demonstrates knowledge and a working experience with ServiceNow call tracking system.

3

2025

Job Description:

• 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.
• 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 and demonstrates expertise in conveying technical and functional concepts for data protection in Operations and Security.

Duties:

• 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.
• Supports end user password resets.
• Instructs users via phone and/or email on the basic functionality of desktop applications.
• Follows detailed procedures while making recommendations for routine problem solutions.
• 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. Considerable knowledge as demonstrated by an understanding of critical information technology operations and security.
• 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.
• 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, an 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 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.

Benefits:
BCforward offers all eligible employees a comprehensive benefits package including, but not limited to major medical, HSA, dental, vision, employer-provided group life, voluntary life insurance, short-term disability, long-term disability, and 401k.
About BCforward:
Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward's 6,000 consultants support more than 225 clients globally.
BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class place to work.
BCforward is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.
To learn more about how BCforward collects and uses personal information as part of the recruiting process, view our Privacy Notice and CCPA Addendum. As part of the recruitment process, we may ask for you to disclose and provide us with various categories of personal information, including identifiers, professional information, commercial information, education information, and other related information. BCforward will only use this information to complete the recruitment process.
This posting is not an offer of employment. All applicants applying for positions in the United States must be legally authorized to work in the United States. The submission of intentionally false or fraudulent information in response to this posting may render the applicant ineligible for the position. Any subsequent offer of employment will be considered employment at-will regardless of the anticipated assignment duration.

Interested candidates please send resume in Word format Please reference job code 240611 when responding to this ad.