ZipRecruiter
Technical Specialist - IT Service Desk & Security Operations (Onsite)
ZipRecruiter, Raleigh, North Carolina, United States, 27601
Overview
Job Title: Technical Specialist IT Service Desk & Security Operations (Onsite) Location: Raleigh, NC Duration: 12 Month The client 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. Uses technical expertise in the Service Delivery of an IT Infrastructure and an understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact, and demonstrates expertise in conveying technical and functional concepts for data protection in Operations and Security. Responsibilities
Serve as a technical resource on all standard desktop applications to 12,000+ computer users; analyze customer needs and resolve technical problems; manage time to meet schedules; prioritize tasks; communicate technical information to non-technical users; troubleshoot hardware and software problems; manage critical incidents and assist others with resolutions. Provide end-user password resets; instruct users on basic functionality; follow detailed procedures while recommending routine solutions; document calls in ServiceNow and monitor for service levels; distribute agency-wide communications related to technology issues. Perform advanced level professional work in account administration, analyze information to create/modify accounts for new or existing employees; function as an Active Directory SME; troubleshoot data and application access issues; document resolutions and provide weekly status reports to management. Apply knowledge of IT security policies and practices; implement IT Security Office requirements and protect data from unauthorized access or misuse; support end-users and provide guidance on security issues affecting systems and technology. Responsibilities (continued)
Lead projects as needed, directing work of others with some latitude; provide status updates to management. Develop and maintain documentation for all responsible areas; create and maintain process and procedure documentation; align with IT internal SLAs and external SLAs; annual review of documentation. Skills and Qualifications
Advanced-level resource with specialized knowledge and experience in account management and administering Microsoft Active Directory (2008/2012) in multi-site/multi-domain environments. Ability to integrate knowledge from a range of technologies to address moderate to high complexity work; strong security knowledge; ability to establish positive client relationships and to assess client needs to develop effective solutions. Ability to consult with clients and IT professionals to resolve technical problems and ensure client satisfaction; document solutions clearly for technical and user audiences; work independently and manage own tasks and schedule; demonstrate excellent customer service. Strong analytical and problem-solving skills; ability to diagnose and resolve high-visibility production incidents; initiative in solving project and daily work problems; experience with ServiceNow or similar call-tracking systems.
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Job Title: Technical Specialist IT Service Desk & Security Operations (Onsite) Location: Raleigh, NC Duration: 12 Month The client 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. Uses technical expertise in the Service Delivery of an IT Infrastructure and an understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact, and demonstrates expertise in conveying technical and functional concepts for data protection in Operations and Security. Responsibilities
Serve as a technical resource on all standard desktop applications to 12,000+ computer users; analyze customer needs and resolve technical problems; manage time to meet schedules; prioritize tasks; communicate technical information to non-technical users; troubleshoot hardware and software problems; manage critical incidents and assist others with resolutions. Provide end-user password resets; instruct users on basic functionality; follow detailed procedures while recommending routine solutions; document calls in ServiceNow and monitor for service levels; distribute agency-wide communications related to technology issues. Perform advanced level professional work in account administration, analyze information to create/modify accounts for new or existing employees; function as an Active Directory SME; troubleshoot data and application access issues; document resolutions and provide weekly status reports to management. Apply knowledge of IT security policies and practices; implement IT Security Office requirements and protect data from unauthorized access or misuse; support end-users and provide guidance on security issues affecting systems and technology. Responsibilities (continued)
Lead projects as needed, directing work of others with some latitude; provide status updates to management. Develop and maintain documentation for all responsible areas; create and maintain process and procedure documentation; align with IT internal SLAs and external SLAs; annual review of documentation. Skills and Qualifications
Advanced-level resource with specialized knowledge and experience in account management and administering Microsoft Active Directory (2008/2012) in multi-site/multi-domain environments. Ability to integrate knowledge from a range of technologies to address moderate to high complexity work; strong security knowledge; ability to establish positive client relationships and to assess client needs to develop effective solutions. Ability to consult with clients and IT professionals to resolve technical problems and ensure client satisfaction; document solutions clearly for technical and user audiences; work independently and manage own tasks and schedule; demonstrate excellent customer service. Strong analytical and problem-solving skills; ability to diagnose and resolve high-visibility production incidents; initiative in solving project and daily work problems; experience with ServiceNow or similar call-tracking systems.
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