DTI Lead Service Support Specialist – Exempt from the State of Delaware Merit System
Join to apply for the DTI Lead Service Support Specialist position at the State of Delaware. 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 offers an opportunity to work in a collaborative environment with opportunities for professional development. DTI employees work with best‑in‑class IT companies, gaining experience operating with some of the most talented professionals in their field.
DTI embraces diversity, recognizing that a diverse workforce brings innovative thinking, increased skill collection, better 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 duties allow remote work.
Summary StatementThe Lead Service Support Specialist provides day‑to‑day supervision to the help desk support team for the customer base of 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 DTI.
- Executing DTI Service Desk contact, incident, and request management policies and procedures.
- Ensuring Service Support Specialists 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 and monitoring incident and request tickets to ensure resolution occurs within established service level thresholds.
- Developing and maintaining a robust and accurate knowledge base repository.
- Providing hands‑on PC and peripheral equipment troubleshooting, repair, and installation support 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.
- Applicant must possess a high school diploma or GED.
- Within the 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.
- Possess a bachelor’s degree with emphasis in Computer Science, Information Systems, IT discipline, or a related field.
- Certification in one or more of the following is preferred:
CompTIA A+, Network+, MCSA, MCSE, or CCNA.
- 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 technical documentation.
A satisfactory fingerprint‑based criminal background check administered by the Delaware State Police is required as a condition of hire. All applicants must be legally authorized to work in the United States. DTI participates in the Federal E‑Verify system. DTI does not provide employment‑based sponsorship.
Benefits- Group Health Plan, Dental Plan, Vision Plan, Prescription, Flexible Spending (Health and Dependent Care), Long & Short Term Disability Insurance, Group Universal Life Insurance, Accident & Critical Illness Insurance, Health Management Programs.
- 21 paid vacation days, 15 paid sick days, 13…
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