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Desktop Support Specialist

Expired Job

V.L.S. Systems, Inc Dover , DE 19901

Posted 3 months ago

Role: Desktop Support Specialist
Location: Dover, DE
Duration: 12+ Months contract

Interview Mode: In person only (no Skype or Phone interviews)

Skill Matrix

Years Used
Last Used

Prior experience working in a technical phone support role

Prior experience with the diagnosis, troubleshooting and tracking of computer-related incidents.

Prior experience providing hands-on PC and peripheral equipment troubleshooting, repair and installation support.

Prior experience escalating problems and incidents to designated level 2 and level 3 help desk support entities

Prior work interfacing with outside vendors to assist in team/and customer support for field locations related to outages and telecom issues

Prior experience in a role that requires customer centric focus coupled with problem solving abilities

Prior experience working with a service ticketing tool

Troubleshooting of Basic LAN/WAN issues

Prior experience in working multiple shifts

Prior experience with ServiceNow

Very strong verbal and written communication skills

Very strong customer service skills

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.

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 helpdesk related performance statistics, as required.

Looking forward to hearing from you

Thanks & Regards,
Harri Wilson IT Recruiter
Address: 4080 Lafayette Center Drive, Suite 300 Chantilly VA 20151
Fax & 2008 to 2013 Honoree: Inc 5000 fastest growing companies

Technical Phone Support, Troubleshooting, Repair and Installation, Help Desk Support, LAN/WAN issues, Service Ticketing, Service Now
12+ Months

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Desktop Support Specialist

Expired Job

V.L.S. Systems, Inc