Desktop Support Specialist

 
Short Description:
The Desktop Support Specialist  supports in-house teams and responds in person to helpdesk tickets.
 
JOB DESCRIPTION:
Role Description:
·         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 computer-related 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 hands-on PC and peripheral equipment troubleshooting, repair and installation support.
·         Responsible for generating help desk related performance statistics, as required.
·         Responsible for training support staff, as required.
·         Responsible for performing other tasks, as assigned.
 
Position resides in Georgetown Delaware and has frequent travel requirements to Milford and Dover (not reimbursed)