Job ID: NC-581798 (93971130)
Helpdesk Analyst with HEAT, Avaya, Windows, Office/O365, Active Directory and documentation experience
Location: 1020 Birch Ridge Dr, Raleigh, NC (NCDOT)
Duration: 12 months
Interview: In-Person only
SkillRequired / DesiredAmountof Experience
Excellent verbal and written communication skillsHighly desired5Years
Experience with HEAT Call Tracking or similar tool, Avaya or similar call distribution tool, Microsoft Windowns, Office 2010/2013/2016, O365.Highly desired5Years
Experience and thorough knowledge in Active Directory administration, such as, creation/modification of accountsHighly desired5Years
Ability to manage tasks and meet schedules; ability to write technical documentation that is easily understood by staff and customers.Required5Years
Excellent Customer service and teamwork.Required5Years
Ability to independently resolve routine and some non-routine problems. Ability to solve problems and perform diagnostics on software and/or hardwareRequired5Years
Ability to identify and understand reoccurring problems and recommends solutions.Required5Years
Ability to follow complex and/or detailed technical procedures.Required5Years
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
NC-RTR-581798-innosoul-inc