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DeDTI Desktop Support Specialist
Ref No.: 18-52049
Location: New Castle, Delaware
Start Date: 07/24/2018
Status New
Position # 570828
Position DeDTI Desktop Support Specialist
Region Name State of Delaware- DTI- OPERATIONS OFFICE
Worksite Address New Castle, Delaware
Tenure 4+ Months
No. of Openings: 01 (INTERVIEW TYPE: Both Phone and In Person)









NOTE
Question 1 Is the candidate available for a round one, in-person interview?
Question 2 Where is the candidate geographically located?
Question 3 Is the candidate available for and willing to work multiple shifts as needed?
Question 4 Are there any restrictions for the candidate to work anytime between 7am-7pm?
Question 5 Is the candidate able to lift up to 40 pounds?
Question 6 What positions in the past provided the candidate with customer service training or abilities?
Question 7 Is the candidate available to travel to Dover DE occasionally for work related needs?

SKILL MATRIX:
Skill Required/ Desired Amount of Experience Candidate Experience Last Used
Prior experience working in a technical phone support role Required 2 Years
Prior experience with the diagnosis, troubleshooting and tracking of computer-related incidents. Required 2 Years
Prior experience providing hands-on PC and peripheral equipment troubleshooting, repair and installation support. Required 1 Year
Prior experience escalating problems and incidents to designated level 2 and level 3 help desk support entities Required 1 Year
Prior work interfacing with outside vendors to assist in team/and customer support for field locations related to outages and telecom issues Required 1 Year
Prior experience in a role that requires customer centric focus coupled with problem solving abilities Required 1 Year
Prior experience working with a service ticketing tool Required 1 Year
Troubleshooting of Basic LAN/WAN issues Highly desired 1 Year
Prior experience in working multiple shifts Desired 1 Year
Prior experience with ServiceNow Desired 1 Year
Very strong verbal and written communication skills Required
Very strong customer service skills Required

SHORT DESCRIPTION: This is an elevated Service Desk role that is 95% phone support for internal and external customers.
The technician troubleshoots, resolves, documents and escalates tickets as necessary.
Excellent communication and customer service skills are a must.

COMPLETE DESCRIPTION: The primary function of this position is to resolve and/or manage issues over the phone.

This position is a first shift position but the candidate needs to be willing to work multiple shifts as needed.

This position will be based in New Castle, DE, but could require occasional travel to Dover DE.

Years of Relevant Experience: 2 to 4 years of helpdesk and/or desktop experience.

Preferred Education: A+ Certification and Network + Certification or demonstrated equivalent.

Role Description:
- 95 % Support, by phone.
- Specialists perform basic troubleshooting of network connectivity and infrastructure issues.
-Interface with outside vendors (Telecommunication and others) to assist in team/and customer support for field locations related to outages and telecom issues.
- Basic troubleshooting of LAN/WAN issues
-Remote troubleshooting of desktop issues
-Thorough documentation and (when necessary) escalation of all incident tickets, utilizing our Service Delivery Tool (Service Now)
-Assess, report and communicate between all parties for problem resolution (including, but not limited to, field support deployment).
- Proactive responsiveness to time sensitive issues.
-Escalate complex issues as necessary
-This is a diverse business process environment that requires independent critical thinking.

The Desktop Support Specialist provides day to day help desk support for the customer base of the Department of Technology and Information (DTI).

Responsible for the execution of DTI Service Desk contact, problem, incident and request management policies and procedures.
Responsible for the diagnosis, troubleshooting and tracking of all computer-related incidents.
Responsible for escalating problems and incidents to designated level 2 and level 3 help desk support entities.
Responsible for reporting incident status and system outage notifications to customers, technical staff and applicable management entities.
Responsible for logging incidents and problem resolution activities into a computerized tracking system.
Responsible for maintaining a robust and accurate knowledge base repository.
Responsible for providing hands-on PC and peripheral equipment troubleshooting, repair and installation support.
Responsible for generating help desk related performance statistics, as required.