Telecom/Network Technician II

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

Recruitment #021325-J65605-21700

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Summary Statement

The Judicial Information Center (JIC) provides Information Technology products & services to the Delaware Judicial Branch. This includes providing 24x7 Service Desk support including network monitoring of critical hardware, infrastructure, and applications. The JIC Service Desk provides end user support for over 1,200 customers with approximately 2,000 desktop & laptop computers, and 630 printers throughout 25 physical locations in New Castle, Kent, and Sussex counties in Delaware.

JIC is currently looking to fill a full-time Service Desk Technician 2 position at Leonard L. Williams Justice Center, Wilmington, Delaware. In this role, the Service Desk Technician 2 possess experience working in a Service Desk environment providing Tier 1 technical support. This support role includes responding to customer emails and phone calls, creating Service Desk tickets, troubleshooting issues, and escalating issues when required to the appropriate department. This role also involves on-site support when needed. For the on-site support role, the Service Desk Technician 2 will perform on-site analysis, troubleshooting, and resolution on computers, cell phones, printers, and peripherals. When required, the Service Desk Technician 2 will also replace computers when appropriate.

The hours for this role are Monday – Friday during daytime business hours. The Service Desk Technician 2 will be on-call after hours. The on-call after hours role is a shared weekly rotating shift with the other Service Desk team members. There may be some travel on an as needed basis.

This position is career ladder. Upon satisfactory completion of department promotional standards and job requirements, employees may be eligible to be promoted to the next level.

Approximate % of time, Annualized.
90% - Service Desk – Field Technician
In lieu of our Service Desk support, the position will be required to perform on-site communication with the customer, collecting the appropriate information, recording the information into our Service Desk Ticket Management System, analysis, troubleshooting, and resolution on software, computers, cell phones, printers, and peripherals. This also includes purchasing & procurement, inventory (IT asset management), provisioning, deployment, decommission, and surplus.

10% - Service Desk - Intake
Required for career path progression, the position will be required to answer phone calls and emails 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, analysis, troubleshooting, and resolution on computers, cell phones, printers, and peripherals using remote access tools. 

100% - Service Desk
Hardware & software analysis, troubleshooting, and resolution on computers, cell phones, printers, and peripherals. Assist the senior Service Desk personnel in managing the Service Desk ticket process - cradle to grave. Manage Service Desk ticket workflow including assignment, technician troubleshooting, cadence, follow up, resolution, customer follow up, responses, and customer satisfaction.
Assist the Service Desk team with IT Asset Management to include the life cycle management of software, computers, docking stations, monitors, printers, and cell phones. Work tickets providing technical experience performing hands-on repair or replacement of desktops & laptops and via remote access tools and computer reimaging and driver installation services.

Support Intake ticket creation to include:
  • verifying the requestor information
  • asking the appropriate questions to drive the right responses
  • recording of information
  • troubleshooting
  • ticket categorization, type, severity, triage, and escalation
  • ticket cadence and follow up
  • customer service delivery including customer follow-up, responses, and customer satisfaction


Preferred Qualification

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

  • 2 years’ experience in an IT service desk/help desk support role.
  • IT certifications
  • Technical or college-level education.

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.

  • Detects, receives, collects, records, prioritizes, troubleshoots, resolves, transfers, and escalates service requests and production incidents utilizing a ticket management system including ticket workflow management and customer correspondence.
  • Provide IT Support relating to technical issues involving Microsoft’s core business applications and operating systems to include Office 365, Outlook, OneNote, Teams, OneDrive, Active Directory, and Windows 11.
  • Performs the installation or upgrade of IT Infrastructure, including planning, coordinating, scheduling, testing of hardware & software under the direction of higher-level techs, engineers, vendors, service providers, and other 3rd party experts.
  • Configures, provisions, deploys, and decommissions IT Infrastructure components such as computer desktops, laptops, audio visual equipment, and cell phones including hardware replacement and computer reimaging under the direction of higher-level techs, engineers, vendors, service providers, and other 3rd party experts.

Job Requirements

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

  1. Experience working in an IT environment as an IT technician for a Service Desk/Help Desk installing, upgrading, troubleshooting, and resolving Microsoft OS & Microsoft software including the delivery, installation, testing, maintaining, supporting, and fixing desktop/laptop computers, application software, hardware, and peripherals.
  2. Experience providing first level support for service desk/help desk functions. Emphasis is on troubleshooting PC operating systems and investigating hardware/software problems to locate and correct malfunction. Network problems at this level are more complex requiring the incumbent to probe for information when the nature and cause of the problem is unclear, and the solution is not obvious.
  3. Experience providing systems administration independently e.g., evaluates system performance, troubleshoots network operating systems; coordinates installation or actually installs hardware/software and conducts tests to assure system is operating properly; Coordinates with multiple vendors to resolve issues. Independently provides systems technician services e.g., provides troubleshooting, diagnoses and repairs to include performing some nonstandard device configurations.

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.

Benefits

  • Full time employees are eligible for FREE parking!!!
  • 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 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.