Desktop Support Specialist

Make a difference Ciber Global wants you. Come build new things with us and advance your career. At Ciber Global you'll collaborate with experts. You'll join successful teams contributing to our clients' success. You'll work side by side with our clients and have long-term opportunities to advance your career with the latest emerging technologies. Description:

• The primary function of this position is to troubleshoot, resolve and manage tier 1, IT support issues over the phone. This position is customarily a first shift position, but the candidate must be willing to other shifts as needed. Initially this will be a remote support position, the candidate must have access adequate access to the internet and an appropriate workspace to work effectively. The technician will be provided the necessary hardware to perform the required duties. If at some point, the candidate will be required to report on site. This role will be based in Dover DE.

• 95 % Support, by phone.
• Specialists perform basic troubleshooting of network connectivity and infrastructure issues.
• Interface with outside vendors (Verizon and others) to assist in team/and customer support for field locations related to outages and telecom issues.
• Basic troubleshooting of LAN/WAN issues.
• Remote troubleshooting of desktop issues.
• Thorough documentation and (when necessary) escalation of all incident tickets, utilizing our Service Delivery Tool (Service Now).
• Assess, report, and communicate between all parties for problem resolution (including, but not limited to, field support deployment).
• Proactive responsiveness to time sensitive issues.
• Escalate complex issues, as necessary.
• This is a diverse business process environment that requires independent critical thinking.
• The Desktop Support Specialist provides day to day help desk support for the customer base of the Department of Technology and Information (DTI).
• Responsible for the execution of Service Desk contact, problem, incident and request management policies and procedures.
• Responsible for the diagnosis, troubleshooting and tracking of all computer-related incidents. Responsible for escalating problems and incidents to designated level 2 and level 3 help desk support entities.
• Responsible for reporting incident status and system outage notifications to customers, technical staff, and applicable management entities.
• Responsible for logging incidents and problem resolution activities into a computerized tracking system. Responsible for maintaining a robust and accurate knowledge base repository.
• Responsible for providing hands-on PC and peripheral equipment troubleshooting, repair and installation support.
• Responsible for generating help desk related performance statistics, as required.

• 2 to 4 years of helpdesk and/or desktop experience.
• Prior experience working in a technical phone support role.
• Prior experience with the diagnosis, troubleshooting and tracking of computer-related incidents.
• Prior experience providing hands-on PC and peripheral equipment troubleshooting, repair and installation support.
• Prior experience escalating problems and incidents to designated level 2 and level 3 help desk support entities.
• Prior work interfacing with outside vendors to assist in team/and customer support for field locations related to outages and telecom issues.
• Prior experience in a role that requires customer centric focus coupled with problem solving abilities
• Prior experience working with a service ticketing tool.
• Prior experience in working multiple shifts.
• Prior experience with ServiceNow.

• Troubleshooting of Basic LAN/WAN issues.
• Very strong verbal and written communication skills.
• Very strong customer service skills.

• Bachelor s degree in relevant felid.
• A+ Certification and Network + Certification or demonstrated equivalent.