Service Support Specialist EUS

Overview

Introduction

Looking for a rewarding career in the fast-paced technology industry? Look no further! The Department of Technology & Information (DTI) is Delaware's 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 DTI's Website at https : / / dti.delaware.gov / . DTI offers a robust hybrid work policy for employees whose job duties are conducive to working remotely.

Summary

The Services Support Specialist provides day-to-day help desk support for the customer base of the Department of Technology and Information (DTI). The Services Support Specialist is responsible for :

• 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

Selective Requirements must be met in addition to the job requirements. Applicants who do not possess the selective requirement will not be qualified.

Preferred Qualifications

Applicants who do not possess the preferred qualification will still be eligible to compete for this position if job requirements are met.

Job Requirements

JOB REQUIREMENTS for the DTI Service Support Specialist : Applicants must have education, training and / or experience demonstrating competence in each of the following areas :

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

DTI's Benefits to include :

To learn more about the comprehensive benefit package please visit our website at https : / / dhr.delaware.gov / benefits / agencies / index.shtml.

Selection 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 at StateJobs.Delaware.gov.

Accommodations

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 (800) 232-5470 or by visiting delawarerelay.com. You may also call (302) 739-5458 or email DHR_ADAConcerns@delaware.gov 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.

Selection Plan

Ongoing application review

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