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?