Technical Support yst 2

4 days /week ON SITE required

Parking is NOT provided for contractors

This position provides consultative and technical support services to DBHDS staff to ensure timely problem resolution system/data access and optimal system performance

• Act as a first point of contact for providing technical support to all areas within the organization.
• Provide telephone walkin and email support to the Help Desk FieldFacultyStaff Help Desk as needed.
• Accurately document request history and work in Help Desk Ticketing System; documentation of efforts through the ticketing and inventory management systems.
• Installation configuration set up and maintenance setup of desktop and laptop computer hardware and software for faculty staff.
• Triage and route advanced second and third tier requests to the appropriate technical personnel.
• Provide timely resolution of problem or escalation on behalf of the user by maintaining strong working relationships with IT professionals in areas such as network services software systems engineers and application developers.

Required / Desired Skills

Skill

Required / Desired

Amount

of Experience

Last Used

Ability to diagnose and resolve technical issues efficiently. This includes analytical skills to evaluate problems and implement effective solutions.

Required

3

Years

Ability to explain technical concepts in simple terms to nontechnical users.

Required

3

Years

A strong focus on customer service is essential as the role involves interacting with users who may be frustrated or anxious.

Required

3

Years

Handson experience in a help desk or technical support role and experience with ticketing systems such as Service Now.

Required

3

Years

The ability to prioritize tasks manage time effectively and maintain detailed records of issues and resolutions.

Required

3

Years

Experience with Microsoft office software including Outlook Word Excel Access PowerPoint and Internet Explorer.

Required

3

Years

Proficiency in various operating systems (Windows macOS Linux) understanding of network fundamentals (TCP/IP DNS DHCP).

Required

3

Years