Active Directory Technical Specialist

Overview Senior Technical Support Specialist [Must have Active Directory, Servicenow] — Century Center, Raleigh NC — 12+ months Responsibilities Serve as an advanced level resource with specialized knowledge and experience in service desk and account management. Evaluate IT incident and problem tickets to prioritize based on business impact and communicate technical and functional concepts for data protection in Operations and Security. Provide technical support for NCDOT’s standard desktop applications to 12,000+ computer users; troubleshoot hardware and software problems involving LANs and PCs; manage critical incidents and drive resolutions. Assist end users with password resets; instruct users on basic desktop application functionality via phone or email; follow detailed procedures to provide routine problem solutions. Enter information into the ServiceNow call tracking system and monitor to ensure customer service needs are met for computer and network-related issues; distribute agency-wide communications related to technology issues. Perform advanced level account administration, create/modify accounts for new and existing employees; serve as an SME in Active Directory; troubleshoot data and application access issues and adjust AD properties as needed. Capture incidents, resolve them within ServiceNow, and document resolutions; provide weekly status reports to management. Apply knowledge of DOT and ITS security policies; implement IT Security Office requirements to protect data from unauthorized access, alteration, destruction, or misuse. Lead projects requiring coordination of team efforts; develop and maintain documentation for all responsible areas in accordance with IT internal SLAs and external SLAs; ensure annual review of documentation. Qualifications Strong communication skills to effectively interact with a broad range of end-users and stakeholders. Proven experience with a technical specialty across large and complex implementations and systems. Excellent problem-solving ability to analyze customer needs and provide effective solutions; ability to manage time to meet schedules and priorities. Detail-oriented with the ability to document processes and resolutions clearly in ServiceNow. #J-18808-Ljbffr STI