Helpdesk Analyst with HEAT Call Tracking, Avaya Call distribution, Windowns, Office, O365 and Active Directory experience

Job ID: NC-561749 (93990518)

Helpdesk Analyst with HEAT Call Tracking, Avaya Call distribution, Windowns, Office, O365 and Active Directory experience

Location: 1020 Birch Ridge Dr. Raleigh NC (NCDOT)
Duration: 4 months
Interview: In-person

Skill Required / Desired Amount of Experience
Excellent verbal and written communication skills Highly desired 5 Years
Experience with HEAT Call Tracking or similar tool, Avaya or similar call distribution tool, Microsoft Windowns, Office 2010/2013/2016, O365. Highly desired 5 Years
Experience and thorough knowledge in Active Directory administration, such as, creation/modification of accounts Highly desired 5 Years
Ability to manage tasks and meet schedules; ability to write technical documentation that is easily understood by staff and customers. Required 5 Years
Excellent Customer service and teamwork. Required 5 Years
Ability to independently resolve routine and some non-routine problems. Ability to solve problems and perform diagnostics on software and/or hardware Required 5 Years
Ability to identify and understand reoccurring problems and recommends solutions. Required 5 Years
Ability to follow complex and/or detailed technical procedures. Required 5 Years

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

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