DTI Lead Service Support Specialist

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 (Use the "Apply for this Job" box below). DTI offers a robust hybrid work policy for employees whose job duties are conducive to working remotely.

The Lead Service Support Specialist provides day-to-day supervision to the help desk support team for the customer base of the Department of Technology and Information (DTI). This position reports directly to the Service Desk Supervisor.

The incumbent is responsible for the following:

• Coordinating a team of Service Support Specialists to maintain day‑to‑day help desk support for the Department of Technology and Information.
• Execution of DTI Service Desk contact, incident, and request management policies and procedures.
• Ensuring Service Support Specialists adequately diagnose and troubleshoot all computer‑related incidents.
• Ensuring all problems and incidents are adequately escalated to level 2 and level 3 technical support entities.
• Ensuring all incident status and system outage notifications are adequately communicated to customers, technical staff, and applicable management entities.
• Ensuring all incidents and problem resolution activities are logged into a computerized tracking system. Responsible for monitoring incident and request tickets to ensure resolution occurs within established service level thresholds.
• Developing and maintaining a robust and accurate knowledge base repository.
• Ensuring hands‑on PC and peripheral equipment troubleshooting, repair and installation support is provided to DTI staff and customers as directed.
• Generating help desk related performance statistics.
• Training all new Service Desk support staff and providing Service Desk related training to DTI staff and customers, as required.
• Performing other tasks, as assigned.

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

• Applicant must possess a high school diploma or GED.
• Within last 3 years must have spent at least 2 years working on an IT Service Desk.
• A minimum of 1 year experience with Service Now.
• A minimum of 1 year experience conducting help desk training.

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

• Possess a Bachelor’s degree with emphasis in Computer Science, Information Systems, I/T discipline or a related field.
• Certification in one or more is preferred:
  Comp Tia A+, Network+, MCSA, MCSE, or CCNA.

Applicants must have education, training and/or experience demonstrating competence in each of the following areas:

• A minimum of 5 years’ experience working in a computer technical environment.
• A minimum of 5 years’ experience providing technical phone support on a help desk and customer service support.
• A minimum of 4 years’ professional experience troubleshooting, installing, upgrading, and repairing personal computers, and peripheral devices.
• A minimum of 4 years’ experience with automated help desk application tools.
• A minimum of 1 year of experience with developing, evaluating and maintaining functional and…