Desktop Support Specialist

Complete Description

Customer Desktop Support - Uses technical expertise and understanding of business needs to evaluate assigned IT incident and problem service desk tickets to appropriately prioritize and evaluate business impact. Proactively promotes positive customer relationships and mentors others to ensure client satisfaction and organizational success.

Ability to lead projects that require directing the work of others and with some latitude on actions or decisions.

This position is responsible for creating and maintaining all documentation of process and procedures for all areas this position is responsible for. This documentation is to be used by team members for operational standards of daily work. This documentation will also be used in accordance with Operational Level Agreements (IT internal) and Service Level Agreements (IT external). All documentation should be reviewed annually.

It is the responsibility of all Technical Services Staff to be aware of DOT and ITS security policies, as well as the security issues directly affecting the systems and technology for which this position is directly involved. This position is responsible for implementing requirements of the IT Security Office and protecting data from unauthorized access, alteration, destruction, or usage in a manner inconsistent with covered IT Security Policies and standards.

Required Skill

• Skilled in different types of computer hardware, software, peripherals and components, networking protocols and communications.
• Installing local and network printers and other peripherals and configuration of same.
• Documenting process and procedures related to technical field support activities.

All your information will be kept confidential according to EEO guidelines.