Helpdesk Analyst with Technical Writer, Instructional Designer, OneDrive, incident management, security credentials and BPR experience

Job ID: NC-584098 (93390130)

Helpdesk Analyst with Technical Writer, Instructional Designer, OneDrive, incident management, security credentials and BPR experience

Location: Raleigh NC (NCDOT)
Duration: 12 months
Interview: In-person ONLY
Positions: 1 (1/2)

Skill Required / Desired Amount of Experience
Technical writing to consist of mid-level training materials such as quick reference guides or moderately detailed user guides and lesson plans Required 3 Years
Analytical skills to identify process inefficiencies and recommend alternatives Required 3 Years
Proficiency with Microsoft Office software to include Word, Excel, Powerpoint, OneDrive Required 3 Years
Customer service skills including ability to handle support calls or work directly with customers to resolve new credential issuance incidents Required 3 Years
Organizational skills to manage time and delivery of all assigned tasks. Required 3 Years

Responsibilities and duties
• Provide supplemental support in the Security Operating Center (SOC)
• Coordinate and facilitate obtaining pictures for new security credentials
• Act as the liaison between security and business units in the delivery of new credentials
• Process and enter credential data into security system
• Support testing of security devices after implementation is complete
• Arrange surplus equipment for pick-up and delivery
• Run security system reports
• Recognize and report failing and/or failed equipment
• Protect and safeguard confidential information to include proper disposal
• Adhere to rules, regulations, policies, procedures, and respond to emergency situations requiring security assistance
• Perform tasks assigned or directed by the security manager

The following knowledge, skills and abilities are required:
1. Technical writing to consist of mid-level training materials such as quick reference guides or moderately detailed user guides and lesson plans
2. Analytical skills to identify process inefficiencies and recommend alternatives
3. Proficiency with Microsoft Office software to include Word, Excel, Powerpoint, OneDrive
4. Customer service skills including ability to handle support calls or work directly with customers to resolve new credential issuance incidents
5. Organizational skills to manage time and delivery of all assigned tasks.

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