Active Directory Technical Specialist

STI; Raleigh (NC); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading technical support provider in Raleigh, NC, is seeking a Senior Technical Support Specialist to provide advanced IT service and account management. This role involves supporting over 12,000 users, managing incidents via ServiceNow, and requires strong communication and problem-solving skills. Familiarity with Active Directory is a must. Competitive duration of 12+ months.

Qualifications

• Proven experience with technical specialty across complex systems.
• Ability to analyze customer needs and provide effective solutions.
• Detail-oriented with strong documentation skills in ServiceNow.

Responsibilities

• Provide technical support for desktop applications to over 12,000 users.
• Manage critical incidents and drive resolutions.
• Assist users with password resets and desktop application functionality.
• Monitor ServiceNow for customer service needs related to IT issues.
• Perform advanced account administration and lead project coordination.

Skills

Strong communication skills

Technical specialty

Problem-solving ability

Detail-oriented

Tools

ServiceNow

Active Directory

Job description

Overview

Senior Technical Support Specialist [Must have Active Directory, Servicenow] — Century Center, Raleigh NC — 12+ months

Responsibilities

• Serve as an advanced level resource with specialized knowledge and experience in service desk and account management.
• Evaluate IT incident and problem tickets to prioritize based on business impact and communicate technical and functional concepts for data protection in Operations and Security.
• Provide technical support for NCDOT’s standard desktop applications to 12,000+ computer users; troubleshoot hardware and software problems involving LANs and PCs; manage critical incidents and drive resolutions.
• Assist end users with password resets; instruct users on basic desktop application functionality via phone or email; follow detailed procedures to provide routine problem solutions.
• Enter information into the ServiceNow call tracking system and monitor to ensure customer service needs are met for computer and network-related issues; distribute agency-wide communications related to technology issues.
• Perform advanced level account administration, create/modify accounts for new and existing employees; serve as an SME in Active Directory; troubleshoot data and application access issues and adjust AD properties as needed.
• Capture incidents, resolve them within ServiceNow, and document resolutions; provide weekly status reports to management.
• Apply knowledge of DOT and ITS security policies; implement IT Security Office requirements to protect data from unauthorized access, alteration, destruction, or misuse.
• Lead projects requiring coordination of team efforts; develop and maintain documentation for all responsible areas in accordance with IT internal SLAs and external SLAs; ensure annual review of documentation.

Qualifications

• Strong communication skills to effectively interact with a broad range of end-users and stakeholders.
• Proven experience with a technical specialty across large and complex implementations and systems.
• Excellent problem-solving ability to analyze customer needs and provide effective solutions; ability to manage time to meet schedules and priorities.
• Detail-oriented with the ability to document processes and resolutions clearly in ServiceNow.