IT Help Desk Specialist

Selected contractor may work on-site at the Nevada Department of Transportation’s offices in Carson City or Las Vegas, Nevada.

The Nevada Department of Transportation currently allows for up to 50% remote work, from your duty location, at the discretion of the section Manager.

QUALIFICATIONS

Solid knowledge of Service Desk and Customer Support center operations.

Minimum of two (2) years’ hands-on experience troubleshooting various hardware and software products, including, but not limited to: desktops, laptop/tablets, printers, Microsoft Windows, Microsoft Office products, Microsoft Active Directory, wired LAN/WAN, VPN, antivirus, remote access technologies, and mobile devices.

An Associate’s degree in an Information Technology related field.

Have a proactive nature with the ability to solve problems.

Be able to work on multiple projects, activities, and tasks, simultaneously.

Have excellent customer service, interpersonal, and communication skills, including the ability to explain technical information to customers, as needed, to effectively train/advise them on information technology issues.

The ideal candidate should have one or more of the following certifications:

· CompTIA A , CompTIA Network , CompTIA Security

· MCSA: Windows 10

· MCSE: Desktop Infrastructure

· HDI – CSR

· ITIL

· Udemy IT Help Desk Professional

Other vendor or vendor-neutral certifications may be considered on a case-by-case basis.

DELIVERABLES

The contractor will provide and assist the Nevada Department of Transportation (NDOT) with the following activities based on the agreed-upon project plan/schedule;

Complete work and project tasks assigned by the ITS Manager on mutually agreed-upon deadlines.

The contractor must be able to work in an Agile/Scrum environment. Agile experience is not required but is desirable. Routine reporting will include but is not limited to the methods defined below as part of the Agile process and is documented using Microsoft DevOps software or other methods mutually agreed upon:

Agile is a philosophy for incremental product development based on a shared set of principles.  These principles promote teamwork, collaboration, and adaptability throughout the lifecycle of product development.  The contractor will support these principles by participating in a team environment, maintaining a supportive attitude, working well with NDOT staff and contractors, and the flexibility to adapt to changes.

The contractor is expected to participate in an Agile development process, specifically Scrum for most of the work.  This includes participation in all Scrum activities, including but not limited to: Daily Standup meetings, Sprint Planning Meetings, Sprint Review meetings, and Sprint Retrospective meetings. Excellent verbal and written communications are expected and required to maintain the workflow.

The Scrum process requires individuals to be responsible for completing work in a timely manner and verbally reporting daily activities and impediments to the team. The ability to recommend solutions to impediments is expected and completed work must be updated in the project management software.

Contractor may work on-site at the Nevada Department of Transportation’s offices in Carson City or Las Vegas, Nevada.

The Nevada Department of Transportation currently allows for up to 50% remote work, from your duty location, at the discretion of the section Manager.

RESPONSIBILITIES

Responsible for providing first-level support for fiber, network, and systems issues by answering, responding, and solving customer’s technical requests in a non-scripted environment or elevating tickets to the appropriate team members for further action.

Writing customer communications, processes, and other customer-facing documentation.

Proactively monitor, analyze, and troubleshoot information technology issues and own, follow-up, and drive problem resolution.

Work within an Agile environment.

Completed assigned work according to the specifications and standards set by the State of Nevada and the Intelligent Transportation Systems (ITS) section Manager.

Job Types: Full-time, Contract

Pay: $35.00 per hour

Expected hours: 40 per week

Compensation package:

• 1099 contract

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• Associate (Required)

Experience:

• hardware and software troubleshooting: 2 years (Required)

License/Certification:

• IT/helpdesk-related certification (Preferred)

Work Location: Hybrid remote in Carson City, NV 89706

Salary : $35