NCDOT - Service Support Analyst- Senior
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 | ||||