Job Details: Desktop Support Specialist

Job Title : Desktop Support Specialist
Job Ref No : 24481-1496
Job Posted Date : 6/4/2018
Job State : Delaware
Job City : New Castle
Who Can Apply : US Citizens, GC, EAD, TN, H1B
Skills Required : ,

Job Description :

JOB ID: Desktop Support Specialist (562757).
Location: New Castle, DE
Years of Relevant Experience: 1- 2 years+
Interview: Both phone and in-person.
Note: Prefer candidates local to the region.
Duration: This position is initially funded for 1 year and has a high probability for extension.
Visa status: Open

Job Description:
This is an elevated Service Desk role that is 95% phone support for internal and external customers.
The technician troubleshoots, resolves, documents and escalates tickets as necessary.
Excellent communication and customer service skills are a must.

PLEASE NOTE THE DURATION - This position is initially funded for 1 year and has a high probability for extension.

The primary function of this position is to resolve and/or manage issues over the phone.

This position is a first shift position but the candidate needs to be willing to work multiple shifts as needed.

This position will be based in New Castle, DE, but could require occasional travel to Dover DE.

Years of Relevant Experience: 2 to 4 years of helpdesk and/or desktop experience.
Preferred Education: A+ Certification and Network + Certification or demonstrated equivalent.
Role Description:
- 95 % Support, by phone.
- 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.

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.


Question: Is the candidate available for a round one, in-person interview?

Question: Where is the candidate geographically located?

Question: Is the candidate available for and willing to work multiple shifts as needed?

Question: Are there any restrictions for the candidate to work anytime between 7am-7pm?

Question: Is the candidate able to lift up to 40 pounds?

Question: What positions in the past provided the candidate with customer service training or abilities?

Question: Is the candidate available to travel to Dover, DE occasionally for work related needs?

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