Job ID: NC-711642 (94590608)
OnSite/Local Desktop Support Engineer with hardware, software, installing, tickets, manuals and documentation Experience
Location: Raeligh, NC NCDOT
Duration: 12 Months
In Person Only
All work must be completed ONSITE.
skills:
Desktop administrator ensures that incidents and requests are handled according to agreed procedures. Required 3 Years
Investigate and resolve problems in systems and services ensuring that such problems are fully documented Required 3 Years
Desktop administrator provides oral, written, or hands-on support to all hardware, software, and telephone users. Required 4 Years
Utilize working knowledge of MS Office suite, desktop operating systems, IT service management applications, problem management systems Required 3 Years
Responsible for a user, account, and service provisioning Required 3 Years
Responsible for installing/deploying software on endpoints Required 3 Years
Responsible for assigning and escalating new incoming support requests Required 3 Years
Record, track, escalate, update calls, and close tickets thru problem management software Required 3 Years
Desktop administrator resolves problems using electronic tools, manuals, and technical support documentation. Required 3 Years
. Provide 12 x 6 on-call support for any systems with assigned responsibility and participate in project activities, as assigned by management Required 3 Years
Under the direct supervision of the North Carolina Turnpike Authority (NCTA) IT systems manager, the Desktop Administrator is required to provide first-level support for North Carolina Quick Pass (NCQP) Customer Service Center (CSC) issues related to computers and telephones, including problem determination, escalation, tracking, and resolution. Assists local and remote users with resolving computer hardware, computer software applications, and network/voice communication/connectivity issues for a 12 x 6 production environment. Provide timely reporting of IT Operations work orders and inventory status. Perform network administration maintenance tasks in accordance with established procedures.
Essential Job Duties
1. Desktop administrator ensures that incidents and requests are handled according to agreed procedures and ensure that documentation of the supported components is available and in an appropriate form for those providing support.
2. Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services ensuring that such problems are fully documented within the relevant system(s). Coordinate the implementation of agreed remedies and preventative measures and analyze patterns and trends.
3. Desktop administrator provides oral, written, or hands-on support to all hardware, software, and telephone users.
4. Utilize working knowledge of MS Office suite, desktop operating systems, IT service management applications, problem management systems, and end-user network administration (password resets, permissions, restarting services).
5. Responsible for a user, account, and service provisioning.
6. Responsible for installing/deploying software on endpoints.
7. Responsible for assigning and escalating new incoming support requests.
8. Record, track, escalate, update calls, and close tickets thru problem management software.
9. Desktop administrator resolves problems using electronic tools, manuals, and technical support documentation.
10. Monitor various NCTA systems and escalate issues per SOPs.
11. Audit automated monitoring for accuracy of the systems per SOPs.
12. Quote, submit purchase requests, and receive shipments for IT-related items, as needed.
13. Provide 12 x 6 on-call support for any systems with assigned responsibility and participate in project activities, as assigned by management.
14. Effectively communicate technical information to non-technical audiences.
15. Some occasional traveling may be required, for example to remote CSC locations within 150 miles of Raleigh, NC.
Work Environment
• Typical work schedule is daytime hours Monday-Friday, with some night and weekend hours as required to support installations. Travel to statewide towing and roadside facilities as required on-site in the State of North Carolina.
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