Technical Support Specialist

Job: Technical Specialist

Location: Raleigh, NC ( Onsite)

Performs advanced level professional work in account administration and analyzes information to create and/or modify accounts for new employees and/or existing employees. Functions as a niche technical subject matter expert (SME) in Active Directory with a high technological skill level. Ability to troubleshoot data and application access issues and adjust Active Directory properties as needed. Ability to capture incidents and resolve incidents within ServiceNow and issues identified by the business with the ability to document resolutions providing weekly status reports to Management. Considerable knowledge as demonstrated by an understanding of critical information technology operations and security. Provides the knowledge and skills of ITS security policies, as well as the security issues directly affecting the systems and technology for which employees are directly involved. They are responsible for implementing requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT policies and standards. This function requires an in-depth understanding of a wide variety of technologies to effectively support end-users and provide guidance to others.

Skills:

• Advanced level resource with specialized knowledge and experience in account management administering Active Directory.
• Hands-on experience administering Microsoft Active Directory 2008/2012 in a multi-site and multi-domain organization.
• Ability to integrate knowledge and skills from a range of technologies to address work assignments and problems of moderate to high complexity.
• Advanced knowledge of appropriate security measures of the organization.
• Ability to proactively establish a positive relationship by demonstrating a sense of urgency in interactions with clients.
• Ability to analyze and assess client needs to develop effective and appropriate solutions
• Knowledge and skills from a range of technologies to address work assignments.
• Ability to consult with clients and other IT professionals to resolve technical problems and ensure client satisfaction
• Ability to document solutions that solve client problems and clearly presents these solutions.
• Ability to work independently on tasks, develops own work, schedule and monitors progress against defined parameters.
• Demonstrates a customer orientation and effectively communicates verbally and in writing.
• Demonstrates strong analytical and problem-solving skills w/ ability to diagnose and resolve highly visible production incidents methodically.
• Demonstrates initiative in solving problems associated with projects and daily work.
• Demonstrates a range of technical understanding to independently resolve routine and non-routine issues on software and/or hardware.
• Ability to identify trends and makes suggestions for technical modifications to solve future problems.
• Demonstrates knowledge and a working experience with ServiceNow call tracking system.