Telephone Support Specilaist

Job Title: Telephony Support

Location: Raleigh, NC - Remote - (Onsite as per client requirement)

Description:

This request is to help support the high number of telephone requests/incidents required for the statewide DOT / DMV efforts. **STATEWIDE TRAVEL REQUIRED**

***This position is in Raleigh, North Carolina. Remote work will be allowed, but the candidate will need to be onsite for most of the work.

DIT-Transportation is seeking a resource for a 12-month engagement to work with the Network Services Team. Network Services uses technical expertise and understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact. Proactively promotes positive customer relationships and mentors others to ensure client satisfaction and organizational success. This position takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems. This position serves as the lead and primary contact providing leadership and assistance for the statewide DOT and DMV telephony services to the associated field offices. This position will provide support and configuration of the telephone equipment, as well as adding, modifying, and deleting users, adding services, installing lines, and moving users.

This position s primary purpose will be to manage the telephony efforts (moves, adds and changes) of the DOT and DMV, and to work with our partner agency DIT (Department of Information Technology) as a liaison to help them in the design, installation, testing, maintenance, upgrade, route tickets, and troubleshooting of the telephony systems. This position is responsible for site surveys and design of field telephony infrastructure for DOT and DMV. This employee will serve as the escalation contact for all telephony issues. The secondary purpose will be to assist with computer network field infrastructure as needed.

This request is to help support the high number of telephone requests/incidents required for statewide efforts. **STATEWIDE TRAVEL REQUIRED** As a contractor, the selected candidate will have to use their vehicle; state vehicles are not permitted to be driven by contractors.

Responsible for technical knowledge and hands-on support installing, testing, troubleshooting, maintaining, and upgrading telephone infrastructure cabling and equipment for DOT and DMV. Leading telephony incident and problem resolution through the DOT Helpdesk (ServiceNow), DOT, and DMV management or other on-site contacts. Provides call reporting and changing of DMV telephony configurations (move, add, change, delete), such as user skills related to the phone system. Will research and consult on communication problems with other IT professionals and update management on status as needed.

Ability to lead projects that require working with multiple teams and with some latitude on actions or decisions. Leads team efforts and assesses and integrates the skills and strengths of individuals for project and organizational success. Provides status on project work to management.

This position is responsible for creating and maintaining all documentation of processes and procedures for all areas this position is responsible. This documentation is to be used by team members for operational standards of daily work. This documentation will also be used by Operational Level Agreements (IT internal) and Service Level Agreements (IT external). All documentation should be reviewed annually. Documentation will also be used by this position to train users in the field on new phones and the features that they have.

It is the responsibility of all staff to be aware of DOT and DIT (PCI, HIPAA, etc.) security policies, as well as the security issues directly affecting the systems and technology for which this position is directly involved. This position is responsible for implementing the requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards.

Required/Desired Skills

Thanks,

Sumit Kumar

Sr. US IT Recruiter

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