Help Desk Service Specialist 2

HELPDESK SERVICE SPECIALIST

RESPONSIBILITIES

Responsible for providing tier-one networkand systems support by answering, responding, and solving customer’s technicalrequests in a non-scripted environment.

Establishing new users including network,email accounts, and maintaining accurate and complete user information inActive Directory.

Maintaining Service Desk request trackingsoftware and utilities, monitoring Service Desk user support and recording andtracking all Service Desk activities.

Assisting with asset management ofcomputers, peripheral devices and printers

Writing customer communications,processes, and other customer-facing documentation.

Proactively monitor, analyze, and troubleshoot informationtechnology issues and own, follow-up, and drive problem resolution.

Work within an agile project managementenvironment.

Complete assigned work according to thespecifications and standards set by the State and the NDOT Desktop SupportManager.

QUALIFICATIONS

Solid knowledge of Service Desk andCustomer Support center operations.

Minimum of two(2) years’ hands-on experience troubleshooting various hardware andsoftware products, including, but not limited to: desktops, laptop/tablets,printers, Microsoft Windows, Microsoft Office products, Microsoft ActiveDirectory, wired LAN/WAN, VPN, antivirus, remote access technologies, andmobile devices.

Have a proactive nature with the abilityto solve problems.

Be able to work on multiple projects, activities, and tasks,simultaneously.

Have excellent customer service,interpersonal, and communication skills, including the ability to explaintechnical information to customers, as needed, to effectively train/advise themon information technology issues.

The ideal candidate should have one ormore of the following certifications:

·CompTIA A+, CompTIA Network+,CompTIA Security +

·MCSA: Windows 10

·MCSE: Desktop Infrastructure

·ITIL

·Udemy IT Help Desk Professional

Other vendor or vendor-neutral networkingcertifications may be considered on a case-by-case basis.

DELIVERABLES

The consultant willprovide and assist NDOT with the following activities based on the agreed-uponproject plan/schedule;

Complete work and project tasks assignedby the NDOT Service Desk Supervisor or Desktop Support Manager.

The consultant must be able to work in anAgile Project Management environment. Agile experience is not required but isdesirable. Routine reporting will include but is not limited to the methodsdefined below as part of the Agile process and documented using Azure DevOps orother methods mutually agreed upon:

Agile is a philosophy for incremental product development based on ashared set of principles.  These principles promote teamwork, collaboration,and adaptability throughout the lifecycle of product development.  Thecontractor will support these principles by participating in a teamenvironment, maintaining a supportive attitude, working well with NDOT staffand contractors, being able to adapt to changes.

The consultant is expected to participate in an Agile developmentprocess, specifically Scrum for most of the work.  This includes participationin all Scrum activities, including but not limited to: Daily Standup meetings,Sprint Planning Meetings, Sprint Review meetings, and Sprint Retrospectivemeetings. Excellent verbal and written communication is expected and requiredto maintain the workflow.

The Scrum process requires individuals to be responsible forcompleting work timely, verbally reporting daily activities and impediments tothe team. The ability to recommend solutions to impediments is expectedand completed work must be updated in Azure DevOps.

Consultant must workon-site at the Nevada Department of Transportation Headquarters in Carson City,Nevada. Remote work may also be approved on a case-by-case basis.