Job ID: NC-648847 (96990525)
Location: Rocky Mount , NC (NCDOT)
Duration: 12 months
Interview: Either Webcam Interview or In Person
Positions: 1 (1/2)
**STATEWIDE TRAVEL REQUIRED**
Skills :
-Serves as the primary contact and an escalation contact for DOT telephony services. Required 7 Years
-Basic telephony systems configuration, troubleshooting and responsible for generating reporting. Required 7 Years
-Provide training to non-technical users in the field on telephone systems. Required 7 Years
-Ability to research and consult on communication problems with other IT professionals. Required 7 Years
-Ability to organize and follow simple to moderately complex and/or detailed technical procedures. Required 7 Years
-Documenting process and procedures related to technical field support activities. Required 7 Years
-Demonstrates knowledge and a working experience with ServiceNow call tracking system. Required 7 Years
-Ability to effectively communicate with external partners (AT&T, CenturyLink, etc.) to provide guidance on infrastructure needs. Required 7 Years
This request is to help support the high number of telephone requests/incidents required for the statewide DOT efforts. **STATEWIDE TRAVEL REQUIRED**
**This position is located in Rocky Mount, NC. Some remote work will be allowed, but the candidate will need to be onsite for a majority of the work.
NCDIT-Transportation is seeking a resource for a 12-month engagement to work with the Client Services Team. Client Services uses technical expertise and understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact. Proactively promotes positive customer relationships and mentors others to ensure client satisfaction and organizational success. This position takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems. This position serves as the lead and primary contact providing leadership and assistance for the statewide DOT telephony services. This position will provide support and configuration of the telephone equipment as well as adding, modifying and deleting users, adding services, installing lines and moving users. He/she will work with our partner agency DIT (Department of Information Technology) to help them in the design, installation, testing, maintenance, upgrade, and troubleshooting telephony systems and assist with computer network field infrastructure as needed as a secondary purpose.
This request is to help support the high number of telephone requests/incidents required for the statewide DOT efforts. **STATEWIDE TRAVEL REQUIRED**
Responsible for technical knowledge and support installing, testing, maintaining and upgrading telephone infrastructure cabling and equipment for NCDOT. Leading DOT telephony incident and problem resolution through the NCDOT Helpdesk (ServiceNow), DOT management or other on-site contacts. Provides call reporting and changing of DOT telephony configurations (move, add, change, delete) such as “user skills” related to the phone system. Will research and consult on communication problems with other IT professionals and update management on status as needed. This position is responsible for site surveys and design of field telephony infrastructure for NCDOT. This employee will serve as the escalation contact for all NCDOT telephony issues.
Ability to lead projects that require directing the work of others and 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.
This position is responsible for creating and maintaining all documentation of process and procedures for all areas this position is responsible for. This documentation is to be used by team members for operational standards of daily work. This 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.
It is the responsibility of all staff to be aware of DOT and DIT (PCI, HIPPA, etc…) security policies, as well as the security issues directly affecting the systems and technology for which this position is directly involved. This position is responsible for implementing requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards.
RTR-648847 (1).docx
AE-648847 (1)