C/S Service Desk Specialist

State of Delaware • Dover, DE

5h

About The Position

This is a part-time (Casual/Seasonal) Service Desk position not to exceed 29.5 hours per week. In lieu of our Service Desk support, the position will be required to answer phone calls for the JIC Service Desk. This process includes communication with the customer, collecting the appropriate information, recording the information into our Service Desk Ticket Management System, providing information and guidance to users, and routing the call/ticket to the proper department. Preferred Qualification Applicants who do not possess the preferred qualification will still be eligible to compete for this position if job requirements are met. Experience with Information Technology Infrastructure Library (ITIL) in the practices of Service Request Management and Incident Management. Essential Functions Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here. Provides customer service through central service desk/help desk function to resolve or ensure resolution of problem diagnosis/assessment and repairs. Maintains database of user problems and resolution. May troubleshoot, repair and monitor operation of hardware/software including desktop computers, laptops, including peripheral devices, to ensure connectivity and functionality. After troubleshooting, escalates issue to the next level technician or specialist. Identifies and resolves system malfunctions including connectivity and functionality for software and hardware and remote access and other connections/interfaces; start/restart desktop or laptop after disruptions or failures using computer diagnostic tools and software; resolves desktop computer problems.

Requirements

• Applicants must have education, training and/or experience demonstrating competence in each of the following areas:
• Ability to work independently with the discipline and motivation to succeed.
• Knowledge of data collection which includes collecting, compiling, and maintaining data from multiple sources such as files, records, databases, customers, staff, or others.
• Knowledge of technical support which includes working with PC’s, mobile devices and data filing systems.
• Ability to identify and record system information relayed by customers including connectivity and functionality for mainframe and remote access and other connections/interfaces.
• Effective communication skills required to ensure all information is being gathered in an effective and cognizant manner.

Nice To Haves

• Experience with Information Technology Infrastructure Library (ITIL) in the practices of Service Request Management and Incident Management.

Responsibilities

• Provides customer service through central service desk/help desk function to resolve or ensure resolution of problem diagnosis/assessment and repairs.
• Maintains database of user problems and resolution.
• May troubleshoot, repair and monitor operation of hardware/software including desktop computers, laptops, including peripheral devices, to ensure connectivity and functionality.
• After troubleshooting, escalates issue to the next level technician or specialist.
• Identifies and resolves system malfunctions including connectivity and functionality for software and hardware and remote access and other connections/interfaces; start/restart desktop or laptop after disruptions or failures using computer diagnostic tools and software; resolves desktop computer problems.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees