Technical Specialist - Junior

We are seeking a Technical Specialist resource to join our team and work with the Service Desk/Accounts Team. This is a remote position until all staff return to site, at that point the candidate will be required to come onsite.

Job Responsibilities:

• Evaluate and prioritize IT incident and problem service desk tickets.
• Convey technical and functional concepts for data protection in Operations and Security.
• Provide technical support for the company's standard desktop applications to 12,000+ users.
• Independently analyze customer needs and troubleshoot hardware and software problems.
• Support end-user password resets and instruct users on desktop application functionality.
• Follow detailed procedures and make recommendations for routine problem solutions.
• Manage calls from end users, verify identity, and enter information into the ServiceNow system.
• Distribute Agency-wide email communications and notices related to technology issues.
• Create and modify accounts for new and existing employees.
• Troubleshoot data and application access issues, adjust Active Directory properties.
• Capture and resolve incidents within ServiceNow, provide weekly status reports.
• Demonstrate knowledge of critical IT operations and security policies.
• Interact effectively with end-users and stakeholders.
• Provide advanced support for a broad range of technologies.
• Offer in-depth support for specific technology areas.
• Lead projects, direct the work of others with some latitude on actions or decisions.
• Assess and integrate team skills for project and organizational success.
• Provide project status updates to management.
• Develop and maintain documentation for processes and procedures.
• Ensure documentation aligns with Operational Level Agreements and Service Level Agreements.
• Review documentation annually for relevance and accuracy.
• Stay informed about DOT and ITS security policies.
• Implement IT Security Office requirements to safeguard data.

Basic Qualifications:

• Specialized expertise in account management, administering Active Directory at an advanced level.
• Hands-on experience in administering Microsoft Active Directory 2008/2012 in a multi-site, multi-domain organization.
• Capability to integrate knowledge and skills from various technologies to address assignments and solve moderate to high-complexity problems.
• Advanced understanding of the organization's appropriate security measures.
• Proven ability to proactively establish positive relationships, demonstrating urgency in client interactions.
• Skill in analyzing and assessing client needs to develop effective and suitable solutions.
• Proficiency in utilizing knowledge and skills across technologies for task resolution.
• Ability to consult with clients and fellow IT professionals to resolve technical issues, ensuring client satisfaction.
• Skill in documenting solutions to address client problems and presenting them clearly.
• Analysis of technical and user documentation for technical assistance and support.
• Capability to work independently, developing work tasks, and schedules, and monitoring progress against defined parameters.
• Demonstrated customer orientation and effective verbal and written communication skills.
• Excellence in customer service for individual clients and team members.
• Strong analytical and problem-solving skills, with the ability to methodically diagnose and resolve highly visible production incidents.
• Initiative in solving problems associated with projects and daily work.
• Broad technical understanding to independently resolve routine and non-routine issues on software and/or hardware.
• Ability to identify trends and make suggestions for technical modifications to address future problems.
• Knowledge and working experience with the ServiceNow call tracking system.