Active Directory Technical Specialist

Senior Technical Support Specialist [Must have Active Directory, Servicenow] Century Center, Raleigh NC • 12+ months The NC DIT-Transportation is seeking a Technical Specialist resource for a 12‑month engagement to work with the Service Desk/Accounts Team. This candidate serves as an advanced level resource with specialized knowledge and experience in service desk and account management. Responsibilities Provide advanced support for NCDOT’s standard desktop applications to 12,000+ computer users. Analyze customer needs, resolve technical problems, manage time, and prioritize tasks according to customer requirements. Communicate highly technical information to non‑technical users and troubleshoot hardware, software, local area networks, and personal computer systems. Manage critical incidents, identify problems, implement corrections, and assist others with resolutions. Support end‑user password resets and instruct users via phone or email on basic functionality of desktop applications. Follow detailed procedures while recommending routine problem solutions. Take calls from end users, verify identity, collect demographics, and communicate effectively to understand the request. Enter information into the ServiceNow call tracking system, monitor tickets, and ensure customer service needs are met. Distribute agency‑wide email communications and notices related to technology issues. Perform advanced account administration: create and modify accounts for new and existing employees. Serve as a subject‑matter expert in Active Directory: troubleshoot data and application access issues, adjust AD properties, and resolve incidents within ServiceNow. Document incident resolutions, provide weekly status reports to management, and maintain knowledge of IT security policies and requirements. Lead projects, direct others, and provide status updates to management. Develop and maintain documentation for all processes and procedures, ensuring annual review and alignment with Service Level Agreements. Maintain awareness of DOT and ITS security policies, implement IT Security Office requirements, and protect data from unauthorized access or misuse. Job Overview Employees at this level typically provide advanced support for a broad range of technologies or in‑depth support for a narrowly defined area. Proven experience with large, complex implementations and systems is required. #J-18808-Ljbffr Software Technology, Inc.