V Group Inc New Castle , DE 19720
Interested candidates may contact Sandeep @ , or dial x 114 for further information:
Direct End Client: State of Delaware
Job Title: Desktop Support Specialist
Duration: 9 months
Start Date: ASAP
Location: New Castle, DE
Position Type: Contract
Interview Type: Phone and In-Person
Requirement ID: SDE_HD229_SS
2 years prior experience working in a technical phone support role
2 years prior experience with the diagnosis, troubleshooting and tracking of computer-related incidents.
1 year prior experience providing hands-on PC and peripheral equipment troubleshooting, repair and installation support.
1 year prior experience escalating problems and incidents to designated level 2 and level 3 help desk support entities
1 year prior work interfacing with outside vendors to assist in team/and customer support for field locations related to outages and telecom issues
1 year prior experience in a role that requires customer centric focus coupled with problem solving abilities
1 year prior experience working with a service ticketing tool
1 year troubleshooting of Basic LAN/WAN issues
1 year prior experience in working multiple shifts
1 year prior experience with ServiceNow
Very strong verbal and written communication skills
Very strong customer service skills
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.
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.
V Group Inc. is an IT Services company which supplies IT staffing, project management, and delivery services in software, network, help desk and all IT areas. Our primary focus is the public sector including state and federal contracts. We have multiple awards/contracts with the following states: AR, CA, DE, FL, GA, IL, KY, MD, ME, MI, NC, NJ, NY, OH, OR, PA, SC, TX, VA, and WA. If you are considering applying for a position with V Group, or in partnering with us on a position, please feel free to contact me for any questions you may have regarding our services and the advantages we can offer you as a consultant.
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A+ Certification and Network + Certification, Diagnosis, troublshooting & tracking incidents. troubleshooting, repair and installation support,LAN/WAN,ServiceNow,Service Delivery Tool