NCDOT - Specialist- Expert

The NCDITTransportation is seeking an Expert Specialist resource for a 12month engagement to work with the Client Services Team. This request is to help support the Region 2(Wake Durham Vance Oxford and Franklin counties) area.

**This position is onsite.

The NCDITTransportation is seeking an Expert Specialist resource for a 12month engagement to work with the Client Services Team. Client 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. Takes ownership of customer problems and works with a sense of urgency to resolve incidents and problems. Communicates status of progress to the customer. Provides updates on work progress to Customer Support Specialists and the Service Desk using call tracking system. Has significant technical knowledge and serves as a resource for other technicians to help solve complex problems. Skilled in different types of computer hardware software peripherals and components networking protocols and communications. Installs and images new computers and loads appropriate software for customers. Deploys new business applications as needed. Installs local and network printers and other peripherals and configuration of same. Responsible for user data and migration of profiles as computers are replaced. Stays abreast of current technology in a changing environment. Identifies emerging trends and issues researches and makes suggestions for technical solutions to solve current and future problems. Uses extensive knowledge to develop and/or implement information technology solutions to enhance organizational success. Works with Data Center Operations with user file server data storage network reservations data restores various account creations and modifications (AD email NCID CITRIX etc.). Works with application development teams to identify application issues at the customer level and provide technical detail in order for development teams to accurately identify problems within applications. Works with network infrastructure teams to identify network issues at the customer level and provide significant technical detail to assist in network hardware resolutions.

This request is to help support the high number of Service Desk requests hardware installations and customer software support required for the Region 2(Wake Durham Vance Oxford and Franklin counties) area. **TRAVEL REQUIRED**

Project Management
Ability to lead projects that require directing the work of others 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.

Develop and maintain appropriate documentation for all responsible areas
This position is responsible for creating and maintaining all documentation of process and procedures for all areas this position is responsible for. This documentation is to be used by team members for operational standards of daily work. This documentation will also be used in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external). All documentation should be reviewed annually.

System Security
It is the responsibility of all Technical Services Staff to be aware of DOT and ITS 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 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
SkillRequired /DesiredAmountof ExperienceSkilled in different types of computer hardware software peripherals and components networking protocols and communications.Required7YearsInstalling and imaging new computers and loading of appropriate software for customers.Required7YearsInstalling local and network printers and other peripherals and configuration of same.Required7YearsMigrating data and user profiles.Required7YearsDocumenting process and procedures related to technical field support activities.Required7YearsDemonstrates knowledge and a working experience with ServiceNow call tracking system.Required7Years
Questions
No.QuestionQuestion1Absences greater than two weeks MUST be approved by CAI management in advance and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirementQuestion2All work must be completed on site. Do you accept this requirementQuestion3Please list candidates email address HERE.Question4Please indicate how soon this candidate is available to start work. Vendors are encouraged to submit candidates that are available for the duration of the assignment.Question5Vendor must disclose to the agency if the candidate will be subcontracted at the time of submission. Do you accept this requirementQuestion6Candidates submitted above the rate of may not be considered. Do you accept this requirementQuestion7Confirmation that you have thoroughly validated and attest to the accuracy of the credentials listed throughout this candidate s VectorVMS profile and resume pursuant to Section 5.2.5 of ITS009440 is required. Do you confirmQuestion8Payment for all approved hours will be paid at the straight hourly rate regardless of the total hours worked by the engaged resource. It is the responsibility of the supplier to adhere to any applicable compensation law including payment for overtime hours. Do you accept that requirement