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DelDOT Desktop Support Spec
Ref No.: 18-05638
Location: Dover, Delaware
Start Date / End Date: 08/30/2018 to 06/30/2019
Requisition Description
Engagement Type:

Contract

Short Description:
The Desktop Support Specialist supports in-house teams and responds in person to helpdesk tickets.

Complete Description:
Provides first and second level support for to desktop PCs and Printers within DTI facilities.

This support is usually Deskside or on-site support

Emphasis is on troubleshooting PC operating systems and investigating hardware/software problems to locate and correct malfunction.

Ideal candidate must have proven experience:

-Configuring and networking desktop computers
-Troubleshoot, diagnose and resolve issues with PC and other End Point Devices
-Strong Customer Service
-Strong attention to Detail regarding Documentation and other knowledge base article creation
-Strong knowledge of Software and OS deployment tools
-Ability to read and understand Powershell
-Working with Hardware and Software Vendors on procurement tickets / projects
-Self Motivated

Network problems at this level are more complex requiring the incumbent to probe for information when the nature and cause of the problem is unclear and the solution is not obvious.

Candidate should have had some prior experience with ticketing systems.

Candidate should have proven ability of working independently to resolve issues on multiple sites.

Travel may be throughout the State of DE using private vehicle

Support until 8:00pm will be required on a rotating schedule for Wednesday Night Support

State and Federal Background check required for this position (expense of contractor/vendor)

Please do not submit candidates that have not supported deskside environments - 'phone-only support' is not qualified experience for this role.

Required / Desired Skills
Skill Required / Desired Amount of Experience
Prior experience troubleshooting Hardware and Software issues in a windows enterprise environment Required 3 Years
Prior experience installing and troubleshooting BOTH Windows 10 and Windows 7 OS Required 3 Years
Proven past experience and ability in reading Powershell Scripts Required 1 Years
Experience creating and maintaining active directory users, security groups and computers accounts Required 3 Years
Strong attention to detail regarding documentation and for knowledge base article creation Required 3 Years
Prior experience in roles that required excellent customer service skills Required 3 Years
Prior experience with desktop/service desk ticketing software Required 2 Years
Experience with System management appliances such as: Kace, SCCM, Airwatch, or Microsoft Intune Highly desired 2 Years
Prior experience writing Powershell Scripts Highly desired 2 Years
Prior Experience Building Software Deployment Packages and managing automation of software eployments Highly desired 1 Years
Experience with Hardware and Software procurement Highly desired 1 Years
Prior experience with ServiceNow and other ticketing systems Desired 2 Years