Help Desk Service Specialist 2

HELP DESK SERVICE SPECIALIST

RESPONSIBILITIES

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

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

Maintaining Service Desk request tracking software and utilities, monitoring Service Desk user support and recording and tracking all Service Desk activities.

Assisting with asset management of computers, peripheral devices and printers

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

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

Work within an agile project management environment.

Complete assigned work according to the specifications and standards set by the State and the NDOT Desktop Support Manager.

QUALIFICATIONS 

Solid knowledge of Service Desk and Customer Support center operations. 

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

Have a proactive nature with the ability to 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 explain technical information to customers, as needed, to effectively train/advise them on information technology issues. 

The ideal candidate should have one or more 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 networking certifications may be considered on a case-by-case basis. 

DELIVERABLES 

The consultant will provide and assist NDOT with the following activities based on the agreed-upon project plan/schedule; 

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

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

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

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

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

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