[Hiring] Senior Active Directory Administrator @Software Technology

Role Description

The NC DIT-Transportation is seeking a Technical Specialist resource for a contract 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.
• Evaluates assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact.
• Demonstrates expertise in conveying technical and functional concepts for data protection in Operations and Security.
• 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.
• Manages time to meet schedules and prioritizes tasks according to customer needs.
• Communicates highly technical information to non-technical users.
• Troubleshoots hardware and software problems involving local area networks and personal computer systems.
• Manages critical incidents, identifies problems, makes necessary corrections, and assists others with resolutions.
• Supports end user password resets and 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 and demographics, effectively communicating 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 and 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.
• Captures incidents and resolves incidents within ServiceNow and issues identified by the business, documenting resolutions and providing weekly status reports to Management.
• Demonstrates considerable knowledge of critical information technology operations and security.
• Provides knowledge and skills of DOT and ITS security policies, as well as security issues affecting the systems and technology.
• Responsible for implementing requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage inconsistent with IT policies and standards.
• Requires an in-depth understanding of a wide variety of technologies to effectively support end-users and provide guidance to others.
• Requires very strong communication skills and the ability to effectively interact with a broad range of end-users.
• Proven experience with a technical specialty across large and complex implementations and systems.

Qualifications

• Ability to lead projects that require directing the work of others 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.

Requirements

• Responsible for creating and maintaining all documentation of process and procedures for all areas this position is responsible for.
• Documentation to be used by team members for operational standards of daily work.
• 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.

Benefits

• Awareness of DOT and ITS security policies and security issues affecting the systems and technology.
• Responsible for implementing requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage inconsistent with IT Security Policies and standards.