Casual Seasonal Service Support Specialist
About The Position
The Department of Technology & Information (DTI) is Delaware’s central IT organization committed to providing technology services and collaborative solutions for Delaware while working to improve the lives of Delawareans through advanced technologies that innovate government services. Employment with DTI is an opportunity to work in a collaborative environment that offers opportunities for professional development. DTI employees have the chance to work with 'best in class IT companies' offering our employees experience operating with some of the most talented in their field. In addition to recruiting and retaining the best and brightest, DTI acknowledges and values the diversity of our employees. DTI recognizes that fostering a diverse workforce provides remarkable benefits in terms of innovative thinking, increased collection of skills and experiences, greater teamwork, and higher morale. DTI offers a robust hybrid work policy for employees whose job duties are conducive to working remotely. The C/S Service Support Specialist provides day to day help desk support for the customer base of the Department of Technology and Information (DTI).
Requirements
- Six months of experience providing direct help desk or customer service support.
- Six months of experience working in a computer technical environment
- Six months of experience troubleshooting, installing, upgrading, and repairing personal computers, and peripheral devices.
- Six Months of experience with basic network troubleshooting skills.
- Six Months of experience with automated help desk application tools.
Nice To Haves
- Possession of one or more of the following certifications is preferred: A+, Network +, MCSA, or CCNA.
Responsibilities
- Execution of DTI Service Desk contact, problem, incident and request management policies and procedures.
- Diagnosis, troubleshooting and tracking of all computer-related incidents.
- Escalating problems and incidents to designated level 2 and level 3 help desk support entities.
- Reporting incident status and system outage notifications to customers, technical staff and applicable management entities.
- Logging incidents and problem resolution activities into a computerized tracking system.
- Maintaining a robust and accurate knowledge base repository.
- Providing PC and application troubleshooting, repair, and installation support via phone and remote access tools.
- Generating help desk related performance statistics, as required.
- Training support staff, as required.
- Performing other tasks, as assigned.
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
1,001-5,000 employees
