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Short Description:

This is an elevated Service Desk role that is 100% phone and email support for internal and external custumers..  The technician troublshoots, resolves, documents and escalates tickets as necessary. Excellen communication and customer service is a must.

Complete Description:

Please note, this is 100% phone support as Service Desk technician

This position is initially funded for 1 year and has a high probability for extension.

This position is a first shift position.

Years of Relevant Experience: 2 to 4 years of helpdesk and/or desktop experience.

Preferred Education: 2 year associate degree or equivalent study

Role Description:

- 100 % Support, by phone. Troubleshoot calls that involve systems, networks, telecommuncation or infrastructure issues. 

-Role involves email and phone interaction using State systems for helpdesk ticketing

-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.

-Assess, report and communicate between all parties for problem resolution (including, but not limited to, field support deployment).

- Proactive responsiveness to time sensitive issues.

Skills:

Skill        Required / Desired          Amount               of Experience

Prior Help Desk support work (phone)  

Required             2              Years

Prior experience support for telecommunications outages          

Required             1              Years

Troubleshooting connectivity and network availability remotely               

Required             1              Years

LAN troubleshooting     

Required             1              Years

Troubleshooting MS Windows OS           

Required             1              Years

Prior experience with Verizon ISP connectivity  

Highly desired   1              Years

Prior experience working with Verizon to resolve connectivity over phone          

Highly desired   1              Years

Prior support of telephony, network and infrastructure related systems              

Highly desired   1              Years

Prior exp with HP Service Manager (ticketing system)    

Highly desired   1              Years

Prior ex with Service Now (Ticketing System)     

Nice to have                     

Where has the contractor been responsible for telecommunications troubleshooting in a helpdesk role?

What type of ticketing systems has the candidate used?