Job ID :
Company :
Internal Postings
Location :
Wilmington, DE
Type :
Duration :
6 Months
Salary :
Status :
Openings :
Posted :
14 Apr 2021
Job Seekers, Please send resumes to

Detailed Job Description:  

  • 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 (Dell KACE).
  • 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 Justice (DOJ).
  • Responsible for the execution of DOJ 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.

Experience required: 3 Years