Casual/Seasonal Service Desk Specialist

This position is EXEMPT from the State of Delaware Merit System.

Recruitment #052424-MXAA09-21700

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Summary Statement

This is a part-time (Casual/Seasonal) Service Desk position not to exceed 29 hours per week. In lieu of our Service Desk support, the position will be required to answer phone calls for the JIC Service Desk. This process includes communication with the customer, collecting the appropriate information, recording the information into our Service Desk Ticket Management System, providing information and guidance to users, and routing the call/ticket to the proper department.

Preferred Qualification

Applicants who do not possess the preferred qualification will still be eligible to compete for this position if job requirements are met.

  • Experience with Information Technology Infrastructure Library (ITIL) in the practices of Service Request Management and Incident Management.

Essential Functions

Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, incumbents can complete job duties of similar kind not specifically listed here.

  • Provides customer service through central service desk/help desk function to resolve or ensure resolution of problem diagnosis/assessment and repairs. Maintains database of user problems and resolution.
  • May troubleshoot, repair and monitor operation of hardware/software including desktop computers, laptops, including peripheral devices, to ensure connectivity and functionality. After troubleshooting, escalates issue to the next level technician or specialist.
  • Identifies and resolves system malfunctions including connectivity and functionality for software and hardware and remote access and other connections/interfaces; start/restart desktop or laptop after disruptions or failures using computer diagnostic tools and software; resolves desktop computer problems.

Job Requirements

Applicants must have education, training and/or experience demonstrating competence in each of the following areas:

  1. Ability to work independently with the discipline and motivation to succeed.
  2. Knowledge of data collection which includes collecting, compiling, and maintaining data from multiple sources such as files, records, databases, customers, staff, or others.
  3. Knowledge of technical support which includes working with PC’s, mobile devices and data filing systems.
  4. Ability to identify and record system information relayed by customers including connectivity and functionality for mainframe and remote access and other connections/interfaces.
  5. Effective communication skills required to ensure all information is being gathered in an effective and cognizant manner.

Conditions of Hire

  • A satisfactory criminal background check is required as a condition of hire.
  • Direct deposit of paychecks is required as a condition of hire.

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 StateJobs.Delaware.gov.

Accommodations

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 is an Equal Opportunity employer and values a diverse workforce. We strongly encourage and seek out a workforce representative of Delaware including race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression.