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Engagement Type: Contract

Duration : 3 months

Location : Dover, DE

Short Description:

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

Complete Description:

This is an ongoing position where the State is seeking a new contractor, as the current engaged candidate has resigned.

Years of Relevant Experience:

2 years help desk or customer service experience. Certification in one or more is preferred: A+, Network +, MCSA, MSCDT or CCNA.

Role Description:

•Responsible for the execution of Dept of State contact, problem, incident and request management policies and procedures.

•Responsible for the diagnosis, troubleshooting and tracking of all computer-related incidents.

•Responsible for escalating problems and incidents to designated level 3 support entities.

•Responsible for reporting incident status and system outage notifications to customers, technical staff and applicable management entities.

•Responsible for logging incidents and problem resolution activities into a computerized tracking system.

•Responsible for maintaining a robust and accurate knowledge base repository.

•Responsible for providing hands-on PC and peripheral equipment troubleshooting, repair and installation support.

•Responsible for generating help desk related performance statistics, as required.

•Responsible for training support staff, as required.

•Responsible for performing other tasks, as assigned.

Skills :