DTI Service Desk Lead - Hybrid IT Support & Training

DE

Allentown (Lehigh County)

Hybride

USD 60 000 - 85 000

Plein temps

Il y a 12 jours

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Avantages offerts par ce poste

Group Health Plan

Dental Plan

Vision Plan

Prescription

Flexible Spending

Disability Insurance

Pension Plan

Résumé du poste

Delaware Department of Technology & Information (DTI) seeks a Lead Service Support Specialist to supervise the help desk for its customer base. You will coordinate a squad of Service Support Specialists, enforce incident and request management, and ensure proper escalation to Level 2/3 teams, while maintaining logs and performance metrics.

You will train new staff, support knowledge base growth, and provide hands-on PC and peripheral assistance to staff and customers as required.

Qualifications

Minimum 5 years in a computer technical environment.
Minimum 5 years of technical phone support on a help desk.
Minimum 4 years troubleshooting, installing, upgrading PCs and peripherals.
Minimum 4 years with automated help desk tools.
Minimum 1 year developing, evaluating and maintaining documentation.

Responsabilités

Coordinate a team of Service Support Specialists to maintain day-to-day help desk support.
Execute Service Desk incident, problem, and request management policies.
Ensure incidents are diagnosed and escalated to Level 2/3 as needed.
Maintain timely incident status and outage notifications to customers and staff.
Log incident and resolution activities in the tracking system and monitor SLAs.
Develop and maintain a knowledge base for support staff and customers.
Provide hands-on PC/peripheral support and training as required.