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DeDTI Desktop Support Specialist
Ref No.: 18-03888
Location: New Castle, Delaware
Start Date / End Date: 07/02/2018 to 12/31/2018
Requisition Description
Engagement Type:
Contract

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:
PLEASE NOTE THE DURATION - This position is initially funded for 1 year and has a high probability for extension.

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.

Required / Desired Skills
Skill Required / Desired Amount of Experience
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 Years
Prior experience escalating problems and incidents to designated level 2 and level 3 help desk support entities Required 1 Years
Prior work interfacing with outside vendors to assist in team/and customer support for field locations related to outages and telecom issues Required 1 Years
Prior experience in a role that requires customer centric focus coupled with problem solving abilities Required 1 Years
Prior experience working with a service ticketing tool Required 1 Years
Troubleshooting of Basic LAN/WAN issues Highly desired 1 Years
Prior experience in working multiple shifts Desired 1 Years
Prior experience with ServiceNow Desired 1 Years
Very strong verbal and written communication skills Required
Very strong customer service skills Required