Job Seekers, Please send resumes to resumes@hireitpeople.com
Detailed Job Description:
- Specialists perform basic troubleshooting of network connectivity and infrastructure issues.
- Interface with outside vendors (Verizon and others) to assist in team/and customer support for field locations related to outages and telecom issues.
- Basic troubleshooting of LAN/WAN issues.
- Remote troubleshooting of desktop issues.
- Thorough documentation and (when necessary) escalation of all incident tickets, utilizing our Service Delivery Tool (Service Now).
- Assess, report and communicate between all parties for problem resolution (including, but not limited to, field support deployment).
- Proactive responsiveness to time sensitive issues.
- Escalate complex issues as necessary.
- This is a diverse business process environment that requires independent critical thinking.
Job Responsibilities:
- The Desktop Support Specialist provides day to day help desk support for the customer base of the Department of Technology and Information (DTI).
- Responsible for the execution of DTI Service Desk 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 2 and level 3 help desk 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.
Experience required: 2-3 Years
