Description

Key Responsibilities

• Administer and manage Microsoft Active Directory accounts, groups, permissions, and access.
• Troubleshoot user access, application, and account-related issues.
• Support multi-site and multi-domain environments.
• Manage incidents and service requests using ServiceNow, including detailed documentation and resolution tracking.
• Apply DOT/ITS security policies and ensure protection of systems and data.
• Analyze technical issues and independently develop effective solutions.
• Create and maintain technical procedures, process documentation, and operational standards.
• Lead assigned technical projects and provide regular status updates to management.
• Collaborate with clients, IT teams, and business users to resolve technical issues.
• Provide advanced technical support and maintain strong customer service.
• Prepare weekly status reports and ensure incidents are properly documented and resolved.
• Review and update documentation annually.

Required Qualifications

• 3+ years of advanced Active Directory/account management experience.
• 3+ years of hands-on experience with Microsoft Active Directory 2008/2012 in multi-site, multi-domain environments.
• Strong knowledge of IT security practices and access management.
• Experience troubleshooting complex technical and production issues.
• Strong analytical, problem-solving, and troubleshooting skills.
• Ability to integrate knowledge across multiple technologies.
• Experience with ServiceNow or similar IT service management tools.
• Strong documentation and technical writing skills.
• Excellent verbal and written communication skills.
• Strong customer-service and client-support orientation.
• Ability to work independently, prioritize tasks, and manage schedules.
• Demonstrated initiative and ability to lead technical projects

Key Skills

Education

Bachelor's degree