Service Support Specialist - EDL

Introduction Looking for a rewarding career in the fast-paced technology industry? Look no further! The Department of Technology & Information (DTI) is Delaware’s central IT organization committed to providing technology services and collaborative solutions for Delaware while working to improve the lives of Delawareans through advanced technologies that innovate government services. Employment with DTI is an opportunity to work in a collaborative environment that offers opportunities for professional development. DTI employees have the chance to work with 'best in class IT companies' offering our employees experience operating with some of the most talented in their field. In addition to recruiting and retaining the best and brightest, DTI acknowledges and values the diversity of our employees. DTI recognizes that fostering a diverse workforce provides remarkable benefits in terms of innovative thinking, increased collection of skills and experiences, greater teamwork, and higher morale. To learn more visit DTI’s Website at DTI offers a robust hybrid work policy for employees whose job duties are conducive to working remotely. Summary Statement The Service Support Specialist provides day-to-day help desk support for the customer base of the Department of Technology and Information (DTI). The incumbent is responsible for the following: Execution of DTI Service Desk contact, problem, incident and request management policies and procedures. Diagnosis, troubleshooting and tracking of all computer-related incidents. Escalating problems and incidents to designated level 2 and level 3 help desk support entities. Reporting incident status and system outage notifications to customers, technical staff and applicable management entities. Logging incidents and problem resolution activities into a computerized tracking system. Maintaining a robust and accurate knowledge base repository. Providing hands-on PC and peripheral equipment troubleshooting, repair and installation support. Generating help desk related performance statistics, as required. Training support staff, as required. Performing other tasks, as assigned. Selective Requirement Selective Requirements must be met in addition to the job requirements. Applicants who do not possess the selective requirement will not be qualified. Applicant must possess a high school diploma or GED. Possess a minimum of two years advanced troubleshooting experience with Windows, iOS, Android, Mac OS, Linux. Possess a minimum of one year of PowerShell scripting experience. Possess a minimum of one year of software deployment experience. Possess a minimum of one year of Microsoft Imaging (MDT/USMT) experience. Preferred Qualification Applicants who do not possess the preferred qualification will still be eligible to compete for this position if job requirements are met. Possess an Associate Degree or a minimum of six (6) months experience working in a computer technical environment. Certification in one or more of the following: A+, Network+, MCSA or CCNA. Job Requirements Applicants must have education, training and/or experience demonstrating competence in each of the following areas: Possessa minimum of six (6) months help desk and customer service experience. Possessa minimum of six (6) months professional experience troubleshooting, installing, upgrading, and repairing personal computers, and peripheral devices. Possessa minimum of six (6) months basic network troubleshooting skills. Possessa minimum of six (6) months experience with automated help desk application tools. Conditions of Hire Criminal background check: A satisfactory fingerprint based criminal background check administered by the Delaware State Police is required as a Condition of Hire. All applicants must be legally authorized to work in the United States. DTI participates in the Federal E-Verify system where we will provide the federal government with each Executive Branch new hires Form I-9 information to confirm that you are authorized to work in the

Created: 2025-12-01