Technical Support Analyst 3 - 100% ON SITE

Short Description:

DGS Technical Support Analyst 3

ON-SITE, LOCAL CANDIDATES ONLY

1 year duration

Complete Description:

IMPORTANT: This is an ON SITE position, physically located at DCLS 600 N 5th Street. Parking is NOT provided for contractors. Pls make sure to share that with your candidate to avoid issues should they be selected.

ABOUT THE ROLE

The Help Desk /Tech Support role is responsible for providing computer information systems support via the phone, email or at a customer workstation. Also responsible for triage of incoming new calls and monitoring of existing calls for completion.

Support duties include but are not limited to network connectivity troubleshooting, desktop hardware, OS, printers, phone, and Multimedia support. The candidate will need to have a basic understanding of Active Directory in a multiple Domain network environment. They must also have a fundamental understanding of Personal Computer and Information Systems operations. The position includes ensuring that department manuals are current and items such as manuals, reference guides, IT procedures, diagrams and other technical documents remain up to date. As necessary, the ideal candidate will assist in the authoring of new troubleshooting procedures, guidelines and diagrams. The candidate must possess excellent interpersonal skills for communicating as their primary job will be customer facing. The candidate also must be able to perform in a team environment

Help Desk Tech Job Duties include:

1.Respond to and direct help desk tickets to other technicians for resolution. DGS uses an internal application for ticketing. Exp with Remedy or similar ticketing apps is fine.

2.Perform installation and troubleshooting of PC’s, printers, iPhones and software.

3.Daily inspections of server room and data closets

4.Manage backup tape rotation and cases for offsite pickup

5.Perform network jack activation for correct VLAN

6.Basic customer training and support on Mitel phone operations. Prefer MiTel, but will accept experience with other phone systems.

7.Weekly review of all outstanding Help Desk tickets and notify DCLS Team Lead of overdue tickets

Skills:

 
Skill
Required / Desired
Amount
of Experience
Expertise Rating
Move

Respond to and direct help desk tickets to other technicians for resolution
Required
2
Years
 
 

installation and troubleshooting of PCs, printers, iPhones and software
Required
2
Years
 
 

Daily inspections of server room and data closets
Required
1
Years
 
 

Manage backup tape rotation and cases for offsite pickup
Required
1
Years
 
 

Some Previous experiencing supporting Active Directory, DNS, DHCP, group policy and VPN
Required
1
Years
 
 

Perform network jack activation for correct VLAN
Required
2
Years
 
 

Basic customer training and support on Mitel phone operations. Prefer MiTel, but will accept experience with other phone systems.
Required
1
Years
 
 

Weekly review of all outstanding Help Desk tickets and notify DCLS Team Lead of overdue tickets
Required
1
Years
 
 

Experience with MS Office tools such as MS Word, Excel, Visio and Project. Must be able to prepare technical documentation using these and other tools
Required
1
Years
 
 

Strong presence, professional image, and ability to deal confidently with technical matters
Desired
 
 
 
 

Excellent verbal and written communications skills
Desired
 
 
 
 

Highly motivated, self-sufficient and able to work well independently
Desired
 
 
 
 

Global Candidate Requirements:

Global Candidate Requirements

Skill

Required / Desired

Amount

of Experience

Questions:

Question 1

This role will be 100% ON SITE from day one and is physically located at DCLS 600 N 5th Street (parking is NOT provided for contractors). Does your candidate agree to working on site from day one?

Question 2

In what city and state does your candidate currently reside?

Agency Interview Type:

Web Cam Interview Only

Work Arrangement:

Onsite