DOT Senior Helpdesk Specialist

Incumbent will provide Tier 1 and Tier2 computer technical support to internal Department of Transportation customers and perform related tasks.

• Troubleshoot hardware, software, peripheral and application issues.
• Provide excellent end user experience which includes resolving potential or actual technical issues.

Requirements

Detailed Statement of Duties and Responsibilities:

• Monitor & respond to telephone, voicemail, email and ticketing system (Service Now) to resolve customer issues with the highest level of customer satisfaction.
• Monitor, maintain and resolve IT Service Desk tickets. Respond and resolve tickets adhering to department service level agreements.
• Actively engage with Development, Application Support, Network and Server Team personnel to resolve incidents, tasks, and work orders.

• Notify/escalate to the appropriate personnel when appropriate
• With direction from IT Operations Management, follow all security guidelines and remediation tasks related to PCI to ensure 100% compliancy.

• Image, install and troubleshoot PC’s, laptops and tablets at offices. (for example: RMV Service Centers, Highway Offices, Aeronautics)
• Install, configure, and deploy software and hardware. (Windows10, Office 365, HP/Lenovo hardware)
• Install, configure and troubleshoot peripherals such as printers, scanners and pinpads.
• Use software utilities/tools to maintain user accounts this includes changing passwords for email and accounts.
• Utilize remote tools to troubleshoot, diagnose and resolve end user issues. (Goverlan, GoToAssist, Logmein)
• Research all pertinent information (logs, tech specs, white papers, Google, etc.) to provide resolution for known customer issues and/or develop, test and deploy customer solutions with guidance from IT Management.
• Continually work with Service Delivery team to ensure health and high level reliability of end user computing environment.
• Install, troubleshoot and configure software and hardware.