Help Desk specialist

Basic troubleshooting of LAN/WAN issues

Remote troubleshooting of desktop issues

Thorough documentation and (when necessary) escalation of all incident tickets utilizing our Service Delivery Tool (Service Now) Assess report and communicate between all parties for problem resolution (including but not limited to field support deployment).

Proactive responsiveness to time sensitive issues.

Escalate complex issues as necessary

This is a diverse business process environment that requires independent critical thinking.

The Desktop Support Specialist provides daytoday help desk support for the customer base of the Department of Technology and Information (DTI).

Responsible for the execution of DTI Service Desk contact problem incident and request management policies and procedures.

Responsible for the diagnosis troubleshooting and tracking of all computerrelated incidents.

Responsible for escalating problems and incidents to designated level 2 and level 3 help desk support entities.

Responsible for reporting incident status and system outage notifications to customers technical staff and applicable management entities.

Responsible for logging incidents and problem resolution activities into a computerized tracking system.

Responsible for maintaining a robust and accurate knowledge base repository.

Responsible for providing handson PC and peripheral equipment troubleshooting repair and installation support. Responsible for generating help deskrelated performance statistics as required.