DTI Lead Service Support Specialist
DTI Lead Service Support Specialist
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Job Description
Introduction
Looking for a rewarding career in the fast-paced technology industry Look no further!
The Department of Technology & Information (DTI) is Delawares central IT organization committed to providing technology services and collaborative solutions for Delaware while working to improve the lives of Delawareans through advanced technologies that innovate government services.
Employment with DTI is an opportunity to work in a collaborative environment that offers opportunities for professional development. DTI employees have the chance to work with best in class IT companies offering our employees experience operating with some of the most talented in their field.
In addition to recruiting and retaining the best and brightest DTI acknowledges and values the diversity of our employees. DTI recognizes that fostering a diverse workforce provides remarkable benefits in terms of innovative thinking increased collection of skills and experiences greater teamwork and higher morale.
To learn more visit DTIs Website at offers a robust hybrid work policy for employees whose job duties are conducive to working remotely.
Summary Statement
The Lead Service Support Specialist provides day-to-day supervision to the help desk support team for the customer base of the Department of Technology and Information (DTI). This position reports directly to the Service Desk Supervisor.
The incumbent is responsible for the following:
- Coordinating a team of Service Support Specialists to maintain day to day help desk support for the Department of Technology and Information.
- Execution of DTI Service Desk contact incident and request management policies and procedures.
- Ensuring Service Support Specialistsadequatelydiagnose 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.
- Performing other tasks as assigned.
Selective Requirement
Selective Requirements must be met in addition to the job requirements. Applicants who do not possess the selective requirement will not be qualified.
- Applicant must possess a high school diploma or GED.
- Within last 3 years must have spent at least 2 years working on an IT Service Desk.
- A minimum of 1 year experience with ServiceNow.
- A minimum of 1 year experience conducting help desk training
Preferred Qualification
Applicants who do not possess the preferred qualification will still be eligible to compete for this position if job requirements are met.
- Possess a Bachelors degree with emphasis in Computer Science Information Systems I/T discipline or a related field.
- Certification in one or more is preferred: CompTia A Network MCSA MCSE or CCNA.
Job Requirements
Applicants must have education training and/or experience demonstrating competence in each of the following areas:
- A minimum of 5 years experience working in a computer technical environment.
- A minimum of 5 years experience providing technical phone support on a help desk and customer service support.
- A minimum of 4 years professional experience troubleshooting installing upgrading and repairing personal computers and peripheral devices.
- A minimum of 4 years experience with automated help desk application tools.
- A minimum of 1 year of experience with developing evaluating and maintaining functional and technical documentation.
- Possess good communication (verbal and written) and presentation skills.
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.
All applicants must be legally authorized to work in the United States. DTI participates in the Federal E-Verify system where we will provide the federal government with each Executive Branch new hires Form I-9 information to confirm that you are authorized to work in the U.S. For more information refer to our Job Seeker Resources web page.
DTI does not provide employment-based sponsorship.
Benefits
DTIs Benefits to include:
Group Health Plan Dental Plan Vision Plan Prescription Flexible Spending (Health and Dependent Care) Long & Short TermDisability Insurance Group Universal Life Insurance Accident & Critical Illness Insurance Health Management Programs.
21 paid vacation days 15 paid sick days 13 paid holidays Up to 12 weeks paid Parental Leave.
Tuition reimbursement up to $4000 annually.
State funded learning opportunities mentor programs and professional development opportunities.
Employee Assistance Program: Access to support services such as Professional Counseling Services Legal Services Financial Services.
Employer & Employee Funded Pension Plan as well as an Employee Funded Retirement Savings Plan available.
To learn more about the comprehensive benefit package please visit our website at 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 . Accommodations are available for applicants with disabilities in all phases of the application and employment process. TDD users may request an auxiliary aid or service by calling or by visiting . You may also call or email for additional applicant services support. 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.Accommodations
Selection Plan
Required Experience:
Unclear Seniority
Employment Type
Full-Time
Key Skills
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