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Short Description:
The Desktop Support Specialist is a service desk role that is 100% phone and email support for in-house teams. This person responds to helpdesk tickets and works with outside vendors to assist in resolution of issues.
Complete Description:
Please note, this is 100% phone support as help desk person.
This position is initially funded for 6 months, has a high probability for extension.
This position is a first shift position.
The Desktop Support Specialist supports in-house teams
DSS
Years of Relevant Experience: 2 to 4 years
Preferred Education: 2 year associate degree or equivalent study
Role Description:
All roles specified in DSS1 plus the following:
-Support, by phone, any troubleshooting or support calls that involve systems, networks, telecommuncation or infrastructure issues.
-Role involves email and phone interaction using State systems for helpdesk ticketing
-Interface with outside vendors (Verizon and others) to assist in team/and customer support for field locations related to outages and telecom issues.
-Troubleshoot LAN/TCPIP issues
-Assess, report and communicate between all parties for problem resolution (including, but not limited to, field support deployment).
Skills:
|
Skill |
Required / Desired |
Amount |
of Experience |
|
Prior Help Desk support work (phone) |
Required |
2 |
Years |
|
Prior experience support for telecommunications outages |
Required |
1 |
Years |
|
Troubleshooting connectivity and network availability remotely |
Required |
1 |
Years |
|
LAN troubleshooting |
Required |
1 |
Years |
|
Troubleshooting MS Windows OS |
Required |
1 |
Years |
|
Prior experience with Verizon ISP connectivity |
Highly desired |
1 |
Years |
|
Prior experience working with Verizon to resolve connectivity over phone |
Highly desired |
1 |
Years |
|
Prior support of telephony, network and infrastructure related systems |
Highly desired |
1 |
Years |
|
Prior exp with HP Service Manager (ticketing system) |
Highly desired |
1 |
Years |
|
Prior ex with Service Now (Ticketing System) |
Nice to have |
|
|
Where has the contractor been responsible for telecommunications troubleshooting in a helpdesk role?
What type of ticketing systems has the candidate used?
Is the candidate available for round one, in-person interview?
