DTI Lead Service Support Specialist

This Position is Exempt from the State of Delaware Merit System.

Recruitment #051419-MUAD71-110300

Summary Statement

The Lead Service Support Specialist is responsible for:

  • Coordinating a team of Service Support Specialists to maintain day to day help desk support for the Department of Technology and Information. 
  • The execution of DTI Service Desk contact, incident, and request management policies and procedures. 
  • Ensuring Service Support Specialists adequately diagnose and troubleshoot all computer-related incidents. 
  • Ensuring all problems and incidents are adequately escalated to level 2 and level 3 technical support entities. 
  • Ensuring all incident status and system outage notifications are adequately communicated to customers, technical staff, and applicable management entities.
  • Ensuring all incidents and problem resolution activities are logged into a computerized tracking system. Responsible for monitoring incident and request tickets to ensure resolution occurs within established service level thresholds. 
  • Developing and maintaining a robust and accurate knowledge base repository. 
  • Ensuring hands-on PC and peripheral equipment troubleshooting, repair and installation support is provided to DTI staff and customers as directed. 
  • Generating help desk related performance statistics. 
  • Training all new Service Desk support staff and providing Service Desk related training to DTI staff and customers, as required. 
  • Ensuring the Service Desk is adequately staffed. 
  • Performing other tasks, as assigned.

Job Requirements

JOB REQUIREMENTS for the DTI Lead Service Support Specialist:

Please attach a resume with your online application or use the resume tab in DEL to provide a detailed description of how your education, training and/or experience meets each job requirement including employer, experience/responsibilities and dates (month/year) of employment/training.

  • Possession of a Bachelor’s Degree is preferred, with an emphasis in Computer Science or a related field, or an Associates Degree with at least five (5) years experience in a technical organization.
  • Possession of CompTia A+ and Network+ certifications are preferred.
  • Possession of one or more of the following certifications is preferred: MCSA, MCSE, or CCNA.
  • Possess a minimum of five (5) years’ experience working in a computer technical environment.
  • Possess a minimum of five (5) years’ experience providing technical phone support on a help desk and customer service support.
  • Possess a minimum of four (4) years’ professional experience troubleshooting, installing, upgrading, and repairing personal computers, and peripheral devices.
  • Possess a minimum of four (4) years’ experience with automated help desk application tools.
  • Possess a minimum of One (1) year experience with developing, evaluating and maintaining functional and technical documentation.

Conditions of Hire

Criminal background check: A satisfactory fingerprint based criminal background check administered by the Delaware State Police is required as a Condition of Hire.

Applicants must be legally authorized to work in the United States. DTI participates in E-Verify. DTI does not provide employment-based sponsorship.




To learn more about the comprehensive benefit package please visit our website at https://dhr.delaware.gov/benefits/

Selection Process

The application and supplemental questionnaire are evaluated based upon a rating of your education, training and experience as they relate to the job requirements of the position.  It is essential that you provide complete and accurate information on your application and the supplemental questionnaire to include dates of employment, job title and job duties.  For education and training, list name of educational provider, training course titles and summary of course content.   Narrative information supplied in response to the questions must be supported by the information supplied on the application including your employment, education and training history as it relates to the job requirements.

Once you have submitted your application on-line, all future correspondence related to your application will be sent via email.  Please keep your contact information current.  You may also view all correspondence sent to you by the State of Delaware in the “My Applications” tab at www.delawarestatejobs.com.


Accommodations are available for applicants with disabilities in all phases of the application and employment process.  To request an auxiliary aid or service please call (302) 739-5458. TDD users should call the Delaware Relay Service Number 1-800-232-5460 for assistance.  The State of Delaware – An Equal Opportunity and Affirmative Action Employer.