DCA Help Desk Support Specialist

TekWissen•Atlanta, GA

1d•Onsite

About The Position

The IT Client Services Team is seeking an experienced, self-motivated Helpdesk Representative III to support business operations and improvement initiatives. The role provisions, configures, installs, operates, documents, maintains, monitors, and reports on systems hardware, software, and related infrastructure performance. It provides Tier I assistance and Tier II support, user and application support, and resolution of IT operational issues for internal and external clients. The position is an onsite, seven-month temporary assignment in Atlanta, Georgia.

Requirements

High school diploma or GED and two to three years of experience handling client questions and complaints or providing information.
Alternatively, a vocational/technical degree in computer applications, computer technology, or a closely related area from an accredited college and one year of software or hardware customer support experience.
Alternatively, a high school diploma or GED and two years of software or hardware customer support or technical assistance to computer users, or two years of experience as a Help Desk Support Specialist 2 or equivalent.
Excellent interpersonal, oral, and written communication skills.
Excellent problem-solving skills.
Technical competence and knowledge of systems management, development and implementation methods, and infrastructure.
Experience supporting a systems environment with Windows Servers 2008–2012, Windows workstations, LAN, VPN, O365 E5, Microsoft SharePoint, Active Directory, VOIP, and business and custom applications.
Experience installing and supporting one or more recent Microsoft enterprise-level products, such as Exchange 2007 or newer, SQL 2005 or newer, MS Access, ODBC, System Center suite, or SharePoint 2010 or newer.

Nice To Haves

Bachelor’s degree from an accredited college or university in a computer-related field, such as Computer Information Systems or Computer Science.
Imaging machines (Dell/Windows 10) and inventory management experience.
Experience working in an ITIL Service Management organization.
ServiceNow experience.
CCNA (Cisco Certified Network Associate).

Responsibilities

Assist clients with Tier I issues and provide Tier II support for issues beyond the incumbent’s subject matter expertise.
Communicate with state employees and internal clients to provide information and services that meet client expectations.
Analyze information to determine the nature and extent of client requirements and concerns.
Act as a liaison between clients and technical staff in implementing and developing business process automation, as needed.
Provide ongoing operational and user assistance for application problems, on-call application support, and application operations.
Respond to internal and external client concerns remotely and through desk-side support.
Provide online and desk-side help desk services to identify and resolve IT operational issues.
Document service procedures for resolutions.
Provide end-user support for IT incident, problem, and request tickets involving end-user systems, including business and custom applications and devices.
Design, install, and support workstations and agency IT systems and infrastructure.
Install and support Microsoft enterprise-level products and related systems.
Perform printer installations and toner replacement.
Provide KPI reports and documentation on systems and application operations using Microsoft Office.
Receive additional training as required to gain proficiency and experience in all areas.
Perform clerical duties in support of the unit, as needed.
Answer external client inquiries about all aspects of the unit’s specific program area.