TelecomNetwork Technician II
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Job Location:
Monthly Salary:
Posted on:
15 hours ago
Vacancies:
1 Vacancy
Job Summary
Summary Statement
The Judicial Information Center (JIC) provides IT products and services to the Delaware Judicial Branch including 24x7 Service Desk support network monitoring and end-user assistance for over 1200 customers across 25 court locations. JIC is seeking a full-time Intake Technician to serve as the first point of contact for technical assistance responsible for receiving documenting and triaging service requests ensuring accurate categorization and timely routing to technical staff. The role emphasizes strong communication attention to detail and customer service with basic troubleshooting knowledge helpful but not required. This MondayFriday position may include occasional travel and participation in an after-hours on-call rotation and it offers a career ladder for advancement within the Service Desk team.
Preferred Qualification
Applicants who do not possess the preferred qualification will still be eligible to compete for this position if job requirements are met.
- 12 years of experience in an IT Service Desk or Help Desk environment.
- Experience with and using ticket management systems.
- Familiarity with Microsoft 365 applications Windows 10/11 and basic IT support concepts.
- IT certification (CompTIA A ITIL Foundations or equivalent) preferred.
Essential Functions
- Receive document and categorize all incoming service requests and incidents via phone email or ticket system.
- Verify requester information and gather sufficient details to ensure accurate issue classification and routing.
- Perform initial triage and limited troubleshooting for common issues involving user accounts computers printers and mobile devices.
- Escalate tickets to the appropriate Service Desk or Network team when required.
- Monitor ticket progress and follow up to ensure customer updates and resolutions are communicated.
- Provide courteous professional communication and maintain high customer satisfaction.
- Support Service Desk reporting and documentation ensuring all interactions and resolutions are accurately recorded.
- Assist with IT asset intake tracking equipment provisioning coordination and other administrative Service Desk functions as needed.
Job Requirements
Applicants must have education training and or experience demonstrating competence in each of the following areas:
- Experience receiving documenting and prioritizing IT-related service requests and incidents.
- Experience performing first-level troubleshooting for hardware software and account access issues.
- Experience using ticket management systems to document and track issue resolution.
- Strong communication skills and the ability to interact effectively with both end-users and technical staff to ensure clear accurate information flow.
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
Key Skills
- Routing Protocols
- Network Support
- Tcp/IP
- LAN
- Computer Networking
- Windows
- WAN
- TCP
- Ethernet
- Cisco Routers
- Juniper
- Troubleshooting
About Company
The official website of the State of Delaware. Find information about state government, programs, and services. The First State is located in the Northeast U.S.
