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The NC DIT-Transportation is seeking a Mid-Level Specialist resource for a 12-month engagement to work with the Service Desk Team.
***The candidate will be allowed to work remotely until all staff return to site. At that point the candidate will be required to come onsite.
** Remote work for contractors is at the discretion of management and will be reviewed on an ongoing basis.
** DOT WILL NOT ship their equipment, so the candidate must come onsite during onboarding to pick up the state issued computer and to complete the remaining onboarding tasks. A candidate or a vendor representative must come in to drop off his or her equipment on the last day at own expense. Candidates must reside in North Carolina.
The NC DIT-Transportation is seeking a Mid-Level Specialist resource for a 12-month engagement to work with the Service Desk Team. The Service Desk uses technical expertise in the Service Delivery of an Information Technology Infrastructure and an understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact. Serves as a technical resource on all of client's standard desktop applications to 10,000+ computer users. Provides an understanding and knowledge of applications serving as a strong base for technical expertise in client products and programs. Ability to work independently to analyze customer's needs and resolve technical problems; manage time to meet schedules; prioritize tasks according to customer needs; communicate highly technical information to non-technical users; troubleshoot hardware and software problems involving local area networks and personal computer systems; manage critical incidents, identify problems, make necessary corrections, and/or assist others with resolutions. Supports end user password resets. Instructs users via phone and/or email on the basic functionality of desktop applications. Follows detailed procedures while making recommendations for routine problem solutions. Takes calls from end users verifying their identity, demographics and communicating effectively to understand their request. Enters information into the ServiceNow call tracking system and monitors to ensure customer service needs are met for all computer and network related issues. Distributes Agency-wide email communications and notices related to technology issues.
Proactively promotes positive customer relationships and mentors others to ensure client satisfaction and organizational success. Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems. Provides updates on work progress to the customer and others using call tracking system. Has significant technical knowledge and serves as a resource for others to help solve complex problems. Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications. Stays abreast of current technology in a changing environment. Identifies emerging trends and issues, researches and makes suggestions for technical solutions to solve current and future problems. Uses extensive knowledge to develop and/or implement information technology solutions to enhance organizational success. Works with Data Center Operations with user file server data storage, network reservations, data restores, various account creations and modifications (AD, email, NCID, CITRIX, etc.). Works with application development teams to identify application issues at the customer level and provide technical detail in order for development teams to accurately identify problems within applications. Works with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions.
Project Management -
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.
Develop and maintain appropriate documentation for all responsible areas -
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.
System Security -
It is the responsibility of all Technical Services Staff to be aware of DOT and ITS 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.
Required/Desired Skills
SkillRequired /DesiredAmountof Experience• Demonstrates a range of technical understanding to independently resolve routine and non-routine issues on software and/or hardware Required3Years• Ability to identify trends and makes suggestions for technical modifications to solve future problems. Required3Years• Ability to consult with clients and other IT professionals to resolve technical problems and ensure client satisfaction. Required3Years• Ability to document solutions that solve client problems and clearly presents these solutions. Required3Years• Analysis of technical and user documentation for technical assistance and support.Required3Years• Ability to work independently on tasks, develops own work, schedule and monitors progress against defined parameters.Required3Years• Demonstrates a customer orientation and effectively communicates verbally and in writing. Required3Years• Demonstrates initiative in solving problems associated with projects and daily work. Required3Years• Demonstrates knowledge and a working experience with ServiceNow call tracking system.Required3Years
Questions
No.QuestionQuestion1Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement?Question2The candidate will be allowed to work remotely until all staff return to site. At that point the candidate will be required to come onsite. The candidate will need to come onsite the first day to collect equipment. Do you accept this requirement?Question3Please list candidate's email address HERE.Question4Please indicate how soon this candidate is available to start work. Vendors are encouraged to submit candidates that are available for the duration of the assignment.Question5Vendor must disclose to the agency if the candidate will be subcontracted at the time of submission. Do you accept this requirement?Question6Candidates submitted above the rate of $$ may not be considered. Do you accept this requirement?Question7Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the supplier to adhere to any applicable compensation laws including payment for overtime hours. Do you accept this requirement? Question8Confirmation that you have thoroughly validated, and attest to the accuracy of, the credentials listed throughout this candidate's VectorVMS profile and resume pursuant to Section 5.2.5 of ITS-009440 is required. Do you confirm?Question9Candidates must reside in North Carolina. Please confirm your candidate is currently living in NC.