Job Information
COOLSOFT Ability To Work Independently Communication Skills Both Verbal And Written Service in Raleigh, North Carolina
Ability To Work Independently Communication Skills Both Verbal And Written Service
Requirement id 152448
Job title Specialist
Job location in Raleigh, NC
Skills required User Documentation, IT Professional, Technical Specialist, Ability To Work Independently Communicat
Open Date 18-Mar-2025
Close Date
Job type Contract
Duration 12 Months
Compensation DOE
Status requirement ---
Job interview type ---
Email Recruiter:coolsoft
Job Description Specialist: User Documentation, IT Professional, Technical Specialist, Ability To Work Independently Communicat
Hybrid
Start date : 06/14/2025
End Date : 06/26/2026
Submission deadline : 03/24/2025
Client Info : NCDOT
Note:
- Agency Interview Type: In Person Only
Description :
**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.
** Remote work for contractors is at the discretion of management and will be reviewed on an ongoing basis. It is expected that the candidate will need to come onsite regularly.
** DOT WILL NOT ship their equipment. Candidate will be required to use his/her own equipment until he/she is working onsite full time.
The NC DIT-Transportation is seeking an expert level Service Support Analyst resource for an engagement to work with the Service Desk Team. The Service Desk 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. Serves as a technical resource on all of NCDOTs 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 customers 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.
Proactively promotes positive customer relationships and mentors others to ensure client satisfaction and organizational success. Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems. Provides updates on work progress to the customer and others using call tracking system. Has significant technical knowledge and serves as a resource for others to help solve complex problems. Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications. Stays abreast of current technology in a changing environment. Identifies emerging trends and issues, researches and makes suggestions for technical solutions to solve current and future problems. Uses extensive knowledge to develop and/or implement information technology solutions to enhance organizational success. Works with Data Center Operations with user file server data storage, network reservations, data restores, various account creations and modifications (AD, email, NCID, CITRIX, etc.). Works with application development teams to identify application issues at the customer level and provide technical detail in order for development teams to accurately identify problems within applications. Works with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions.
Project Management -
Ability to lead projects that require directing the work of others and with some
Call502-379-4456 Ext 100for more details. Please provide Requirement id: 152448 while calling.