A624 : Technical Specialist - Senior

Job Opportunity:
Technical Specialist - Senior (766377)

Location:

Raleigh, NC
Duration: 12 months (with option for extension)
Work Arrangement:
Remote until all staff return to onsite work; onsite presence required thereafter.
Equipment Pickup/Return:
Candidates must pick up equipment onsite on the first day and return it on the last day at their own expense.

Our client, NC DIT-Transportation, is seeking a highly skilled Technical Specialist - Senior to join the Account Management Team for a 12-month engagement. This lead role involves ticket assignment, training, queue management, and daily reconciliation with HR data. The ideal candidate will have advanced expertise in account management, Active Directory administration, and IT security, with a proven ability to resolve complex technical issues and lead team efforts.

• Account Management & Administration:
  • Manage daily deactivation and leave of absence (LOA) reports from NCDOT Human Resources, ensuring parallel Service Now requests are processed.
  • Perform queue management to ensure timely and accurate ticket resolution.
  • Assign daily tickets and train Account Management staff on team processes and procedures.
  • Administer accounts across nine systems, including Microsoft Active Directory, AvePoint, Cayosoft, N Admin Mail Portal, Apple Management Console, Online Directory, and Service Now.
• Technical Expertise & Problem Resolution:
  • Independently resolve issues through advanced system analysis and troubleshooting.
  • Document incidents and resolutions in Service Now, providing weekly status reports to management.
  • Analyze and assess client needs to develop effective, tailored solutions.
• Security & Compliance:
  • Implement NCDOT and NCDIT security policies to protect data from unauthorized access, alteration, or destruction.
  • Ensure compliance with NCDIT Security Office requirements and standards.
• Project Management:
  • Lead projects by directing team efforts, integrating individual skills, and providing status updates to management.
• Documentation:
  • Develop and maintain comprehensive documentation for all processes and procedures, aligning with Operational Level Agreements (internal) and Service Level Agreements (external).
  • Review documentation annually to ensure accuracy and relevance.

• Advanced level resource with specialized knowledge and experience in account management administering Active Directory. Required 3 Years
• Hands‑on experience administering Microsoft Active Directory 2008/2012 in a multi‑site and multi‑domain organization. Required 3 Years
• Advanced knowledge of appropriate security measures of the organization. Required 3 Years
• Ability to proactively establish a positive relationship by demonstrating a sense of urgency in interactions with clients. Required 3 Years
• Ability to analyze and assess client needs to develop effective and appropriate solutions. Required 3 Years
• Ability to consult with clients and other IT professionals to resolve technical problems and ensure client satisfaction. Required 3 Years
• Analysis of technical and user documentation for technical assistance and support Required 3 Years
• Ability to work independently on tasks, develops own work, schedule and monitors progress against defined parameters. Required 3 Years
• Demonstrates strong analytical and problem‑solving skills w/ ability to diagnose and resolve highly visible production incidents methodically. Required 3 Years
• Demonstrates initiative in solving problems associated with projects and daily work. Required 3 Years