Service Support Specialist - EDL

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.

The Service Support Specialist provides day-to-day help desksupport for the customer base of the Department of Technology and Information(DTI).

The incumbent is responsible for the following:

• Execution of DTI Service Desk contact problem incident and request management policies and procedures.
• Diagnosis troubleshooting and tracking of all computer-related incidents.
• Escalating problems and incidents to designated level 2 and level 3 help desk support entities.
• Reporting incident status and system outage notifications to customers technical staff and applicable management entities.
• Logging incidents and problem resolution activities into a computerized tracking system.
• Maintaining a robust and accurate knowledge base repository.
• Providing hands-on PC and peripheral equipment troubleshooting repair and installation support.
• Generating help desk related performance statistics as required.
• Training support staff as required.
• Performing other tasks as assigned.

Selective Requirements must be met in addition to the jobrequirements. Applicants who do not possess the selective requirementwill not be qualified.

• Applicant must possess a high school diploma or GED.
• Possess a minimum of two years advanced troubleshooting experience with Windows iOS Android Mac OS Linux.
• Possess a minimum of one year of PowerShell scripting experience.
• Possess a minimum of one year of software deployment experience.
• Possess a minimum of one year of Microsoft Imaging (MDT/USMT) experience.

Applicants who do not possess the preferred qualificationwill still be eligible to compete for this position if job requirements aremet.

• Possess an Associate Degree or a minimum of six (6) months experience working in a computer technical environment.
• Certification in one or more of the following: A Network MCSA or CCNA.

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

• Possessa minimum of six (6) months help desk and customer service experience.
• Possessa minimum of six (6) months professional experience troubleshooting installing upgrading and repairing personal computers and peripheral devices.
• Possessa minimum of six (6) months basic network troubleshooting skills.
• Possessa minimum of six (6) months experience with automated help desk application tools.
• Possess good communication (verbal and written) and presentation skills

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.

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

Accommodations

Selection Plan