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Troubleshooting Technical Field Support Activities Specialist

(Jobs in Raleigh,

Requirement id 154363

Job title Specialist

Job location in Raleigh, NC

Skills required DOT Telephony Services, Troubleshooting, Call Tracking, Technical Field Support Activities

Open Date 21-Jul-2025

Close Date

Job type Contract

Duration 12 Months

Compensation DOE

Status requirement ---

Job interview type ---

Email Recruiter:coolsoft

Job Description Specialist: DOT Telephony Services, Troubleshooting, Call Tracking, Technical Field Support Activities

Start Date :08/08/2025

End Date :08/06/2026

Submission Deadline :07/25/2025

Client Info : NCDOT

Note :

* Agency Interview Type : In Person Only

* Hybrid

Description :

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

****PLEASE READ THE DESCRIPTION! It has changed from the last time this was open.

NCDIT-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 NCDOT 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 positions primary purpose will be to manage the telephony efforts (moves, adds and changes) of the NCDOT 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 NCDOT 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 the statewide efforts. **STATEWIDE TRAVEL REQUIRED** As a contractor the selected candidate will have to use their own 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 NCDOT and DMV. Leading telephony incident and problem resolution through the NCDOT 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 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. 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, HIPPA, etc…) security policies, as well as the security issues direc

Call502-379-4456 Ext 100for more details. Please provide Requirement id: 154363 while calling.

Executive Order 11246, Section 503 & VEVRAA EOE, including disability/vets