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Desktop Support Specialist

Tri-Force Consulting Services, Inc.
Dover, DE
  • Posted: June 28, 2022
  • Full-Time
Title: Desktop Support Specialist

Location: Dover

Duration: 12 months

Client : State of Delaware

Job Description

  • This is an elevated Service Desk role that is 95% phone support for internal and external customers.
  • The technician troubleshoots, resolves, documents and escalates tickets as necessary.
  • Excellent communication and customer service skills are a must.
  • The primary function of this position is to troubleshoot, resolve and manage tier 1, IT support issues over the phone. This position is customarily a first shift position, but the candidate must be willing to other shifts as needed.
  • Initially this will be a remote support position, the candidate must have access adequate access to the internet and an appropriate workspace to work effectively.
  • The technician will be provided the necessary hardware to perform the required duties. If at some point, the candidate will be required to report on site. This role will be based in Dover DE.
  • Years of Relevant Experience: 2 to 4 years of helpdesk and/or desktop experience. Preferred Education: A+ Certification and Network + Certification or demonstrated equivalent. Role Description: - 95 % Support, by phone.
  • Specialists perform basic troubleshooting of network connectivity and infrastructure issues. -Interface with outside vendors (Verizon and others) to assist in team/and customer support for field locations related to outages and telecom issues.
  • 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 day to day 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 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.

About Us:

Tri-Force is one of the fastest growing companies in the Philadelphia region by receiving the award 5 times and 3 times (Ranked #931 2021) on In c. 5000 fastest growing companies in the USA. Tri-Force Consulting Services, In c. is an established consulting services firm offering innovative solutions to Government and Commercial sectors. We specialize in building customized software applications solutions such as knowledge management systems, business intelligence, data analysis, database support and maintenance, data warehouse implementation and support, systems architecture and systems integration for our clients. Our technical competencies are in Java,.NET, SharePoint, PHP, Business Intelligence (Cosign, Data Warehouse), mobile applications platforms (iPhone, iPad, Android, Blackberry), and various other technologies. We also specialize in providing resources to manage infrastructure projects. Tri-Force is one of the fastest growing companies in the Philadelphia region by receiving the award 5 times and 2 times on In c. 5000 fastest growing companies in the USA.

Tri-Force Consulting Services, Inc.


Dover, DE
19901 USA



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