FRANKLIN COUNTY DATA CENTER
Title: Sr. Desktop Specialist Contractor
Job Title: Help Desk Analyst
Estimated Length of Assignment: Position budgeted through this fiscal year (12/31/18) but may extend into next fiscal year.
Will close to submissions: Monday 4/23/18 at 10:00am EST
Interviews: Onsite interviews required.
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. This may include a technical assessment.
