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.