This Position is Exempt from the State of Delaware Merit System
Recruitment #021319-MUAD71-110300
Opening Date | 2/14/2019 12:00:00 AM |
---|---|
Closing Date | 3/7/2019 11:59:00 PM |
Type of Recruitment | Exempt-Non Merit |
Salary | $53,229.00 |
Salary Plan | FR2 |
Pay Grade |
FR2 |
Employment Type |
Actual Vacancy |
Employment Term |
Regular |
Agency | Department of Technology & Information |
Contact Name | Human Resources |
Contact Phone | DTI_HR_Manager@delaware.gov |
The Lead Service Support Specialist is part of the Data Center and Operations Service Desk team. The principle responsibilities for this position include the following:
Responsible for the coordinating a team of Service Support Specialists to maintain day to day help desk support for the Department of Technology and Information.
Responsible for the execution of DTI Service Desk contact, incident, and request management policies and procedures.
Responsible for ensuring Service Support Specialists adequately diagnose and troubleshoot all computer-related incidents.
Responsible for ensuring all problems and incidents are adequately escalated to level 2 and level 3 technical support entities.
Responsible for ensuring all incident status and system outage notifications are adequately communicated to customers, technical staff, and applicable management entities.
Responsible for 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.
Responsible for developing and maintaining a robust and accurate knowledge base repository.
Responsible for ensuring hands-on PC and peripheral equipment troubleshooting, repair and installation support is provided to DTI staff and customers as directed.
Responsible for generating help desk related performance statistics.
Responsible for training all new Service Desk support staff and providing Service Desk related training to DTI staff and customers, as required.
Responsible for ensuring the Service Desk is adequately staffed.
Responsible for performing other tasks, as assigned.
Selective Requirements must be met in addition to the job requirements. Applicants who do not possess the selective requirement will not be qualified.
1. Experience using the ping, ipconfig, tracert or nslookup utilities.
2. Possess a minimum of two (2) years supervisory or managerial experience.
JOB REQUIREMENTS for 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.
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.
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.