Job Title: Help Desk Analyst
Will close to submissions: Tuesday 1/16/18 at 10:00am EST
Interviews: Onsite interviews required.
FRANKLIN COUNTY DATA CENTER
Title: Sr. Desktop Specialist Contractor
Estimated Length of Assignment: 3 Months (with possible extensions) *Assignment may end at any time.
Overview:
Franklin County Data Center is seeking a seasoned Sr. Desktop Specialist Contractor possessing 3-5 years of experience with trouble shooting hardware, installing and supporting software and providing telephonic support. Professionalism, proven customer service and exceptional communication is required. ITIL and A+ certifications are preferred. This assignment is an onsite 40-hour/week assignment with a set schedule (likely M-F 8a-5p).
Job Responsibilities:
- Respond to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.
- Inspect personal computer equipment and prepares computer for delivery per requested configuration.
- Install or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, and disk drives on user's premises when needed.
- Load specified software packages, as required.
- Enter commands and observes system functions to verify correct system operation.
- Provide instructions to customers on equipment, software and manuals.
- Recommend or performs minor remedial actions in the course of performing other work.
- Coordinate activities with Service Desk, Network Services, Server Team, or other information systems groups.
- Provide timely and effective status updates in the ticket tracking system, to managers, to customers and others.
- Refer major hardware repair and purchases to procurement.
- Keep and protects Data Center equipment, software and other information technology resources in good repair.
- Adhere to service level performance objectives for all agencies.
- Maintain knowledge of new and changing technology.
- Establish help desk system for task management and tracking, and selects appropriate database and workflow tools.
- Solve, or assist help desk representatives in solving, non-routine or complex software, hardware, and procedure problems.
- Confer with staff, computer users, supervisors, and managers to determine requirements for new or modified software and hardware.
- Create documentation on best practices for technical support as well as resolving commonly known technical issues.
- Coordinate installation of hardware and software, and implementation of procedure changes.
Minimum Qualifications and Experience:
- 3-5 years of experience with trouble shooting hardware, installing and supporting software and providing telephonic support.
- ITIL and A+ certifications are preferred.
- Advanced customer service skills including conscientiousness and commitment to exceeding customer expectations.
- Proven ability to multi-task, balance priorities and meet deliverables.
- Agility –willing to travel and troubleshot to partner agencies throughout Franklin County.
- Excellent written and verbal communication skills.
- Exceptional troubleshooting skills and attention to detail.
- Strong organizational and time management skills.
- Self-motivated and reliable.
- Must be able to work effectively independently, or as a member of a team
The Screening Process:
- At least one onsite technical screening with FCDC IT Solutions Lead, Jay Alessi. This may include a technical assessment.
