IT ServiceNow Helpdesk Specialist (NC768031)

IT ServiceNow Helpdesk Specialist (NC768031)

RMA 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 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 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 The RMA. Leading telephony incident and problem resolution through the Helpdesk (ServiceNow), 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 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.