Expert Specialist

Expert Specialist

Position Overview

We are seeking an Expert Specialist to support an engagement with the Client Services Team. This role requires extensive technical expertise, strong problem-solving skills, and the ability to evaluate and resolve complex IT incidents and service desk tickets while ensuring customer satisfaction and business continuity.

The Expert Specialist will serve as a technical resource for other technicians, collaborate with multiple IT teams, lead projects, maintain operational documentation, and ensure compliance with applicable IT security policies and standards.

Key Responsibilities

1. Client Services and Technical Support

• Evaluate, prioritize, and assess the business impact of assigned IT incident and problem management tickets.

• Take ownership of customer issues and resolve incidents with a sense of urgency while maintaining positive customer relationships.

• Communicate incident status and resolution progress to customers, Customer Support Specialists, and the Service Desk using the call-tracking system.

• Provide advanced technical guidance and mentorship to technicians resolving complex technical issues.

• Troubleshoot and resolve issues involving computer hardware, software, peripherals, components, networking protocols, and communications.

• Install, image, and configure new computers and deploy appropriate software and business applications.

• Install and configure local and network printers and other peripherals.

• Manage user data and migrate user profiles during computer replacements.

• Stay current with evolving technologies, identify emerging trends, research technical solutions, and recommend improvements to address current and future needs.

• Collaborate with application development teams to identify application issues and provide technical details to support troubleshooting and resolution.

• Work with network infrastructure teams to identify customer-level network issues and provide technical information to support network hardware troubleshooting and resolution.

2. Data Center and Systems Support

• Collaborate with Data Center Operations to support user file server storage, network reservations, and data restoration.

• Manage account creation and modifications across systems, including Active Directory (AD), email, NCID, and Citrix.

• Coordinate with relevant IT teams to investigate and resolve system, access, and infrastructure issues.

• Apply technical expertise to develop and implement IT solutions that improve operational efficiency and organizational success.

3. Project Management and Leadership

• Lead projects requiring coordination and direction of other team members, exercising appropriate judgment and decision-making authority.

• Coordinate team efforts and assess individual skills and strengths to support project objectives and organizational goals.

• Provide project status updates and communicate progress to management.

• Mentor team members and promote collaboration, accountability, and effective problem-solving.

4. Documentation and Process Management

• Develop, maintain, and update documentation for all assigned areas of responsibility, including processes, procedures, and operational standards.

• Ensure documentation supports consistent daily operations and provides guidance for team members.

• Maintain documentation in accordance with internal Operational Level Agreements (OLAs) and external Service Level Agreements (SLAs).

• Review all documentation annually to ensure accuracy, completeness, and alignment with current processes and requirements.

5. System Security and Compliance

• Maintain awareness of applicable Department of Transportation (DOT) and Information Technology Services (ITS) security policies and system-specific security requirements.

• Implement security requirements established by the IT Security Office.

• Protect organizational data and systems from unauthorized access, alteration, destruction, or misuse.

• Ensure compliance with applicable IT security policies, standards, and procedures.

Required Skills and Qualifications

• Extensive technical knowledge of IT hardware, software, peripherals, computer components, networking protocols, and communications.

• Experience troubleshooting complex IT incidents and resolving service desk and customer support issues.

• Knowledge of computer imaging, software installation, application deployment, peripheral configuration, and user profile migration.

• Experience supporting account management, file servers, data restoration, and enterprise systems such as Active Directory, email, NCID, and Citrix.

• Ability to collaborate effectively with application development, network infrastructure, and data center operations teams.

• Strong project leadership, coordination, and problem-solving skills.

• Excellent customer service, communication, and mentoring abilities.

• Experience developing and maintaining technical documentation, operational procedures, and service-level processes.

• Understanding of IT security policies, data protection, and compliance requirements.