Tier II IT Support Technician (686631)

About the Opportunity

• We are only considering US Citizens and Green Card holders for this position. We are unable to sponsor for this role.
• We are only considering local candidates who currently reside within 45 minutes of postal code 19904
• No Third Party Agencies
• $38 per hour 1099, $30 per hour W2 + benefits
• 100% Work From Home in Dover, Delaware
• Job Id: OST-686631
• Must be able to provide proof of COVID-19 vaccination plus booster shot
• Contract Term: Till end of the 2023 fiscal year with yearly extension based upon performance

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Short Description

The Delaware Department of Technology and Information (DeDTI) is seeking a Tier II IT Support Technician to troubleshoot, resolve, document and escalate tickets as necessary. The ideal candidate will possess 2+ years of technical phone support, 2+ years of troubleshooting, and tracking computer-related incidents, and 1+ year of escalating problems and incidents to level 2 and 3 support entities.

Required Skills/Years of Experience

• High School Diploma or GED
• 2+ years of experience working in a technical phone support role
• 2+ years of experience diagnosing, troubleshooting, and tracking computer-related incidents
• 1+ year of experience providing hands-on PC and peripheral equipment troubleshooting, repair, and installation support
• 1+ year of experience escalating problems and incidents to designated level 2 and level 3 help desk support entities
• 1+ year of experience interfacing with outside vendors to assist in team/and customer support for field locations related to outages and telecom issues
• 1+ year of experience in a role that requires customer centric focus coupled with problem solving abilities
• 1+ year of experience working with a service ticketing tool
• 1+ year of experience using strong verbal and written communication skills
• 1+ year of experience utilizing strong customer service skills

Desired Skills/Years of Experience:

• CompTIA A+ Certification
• CompTIA Network+ Certification
• 1+ year of experience working multiple shifts
• 1+ year of experience with ServiceNow
• 1+ year of experience troubleshooting of Basic LAN/WAN issues

Complete Description

The Delaware Department of Technology and Information (DeDTI) is seeking a Tier II IT Support Technician to troubleshoot, resolve, document and escalate tickets as necessary. The ideal candidate will possess 2+ years of technical phone support, 2+ years of troubleshooting, and tracking computer-related incidents, and 1+ year of escalating problems and incidents to level 2 and 3 support entities.

The Tier II IT Support Technician will be tasked to:

• Perform basic troubleshooting of network connectivity and infrastructure issue
• Interface with outside vendors (Verizon and others) to assist in team/and customer support for field locations related to outages and telecom issues
• Troubleshoot LAN/WAN issues
• Provide Remote troubleshooting of desktop issues
• Document and resolve or escalate all incident tickets
• Work with ServiceNow
• Assess, report, and communicate between all parties for problem resolution
• Respond to time sensitive issues
• Escalate complex issues as necessary
• Demonstrate independent critical thinking
• Provide day-to-day help desk support
• Execute Service Desk contact, problem, incident and request management policies and procedures
• Diagnose, troubleshoot, and track all computer-related incidents
• Escalate problems and incidents to designated level 2 and level 3 help desk support entities
• Report incident status and system outage notifications to customers, technical staff, and applicable management entities
• Log incidents and problem resolution activities into a computerized tracking system
• Maintain a robust and accurate knowledge base repository
• Provide hands-on PC and peripheral equipment troubleshooting, repair, and installation support
• Generate help desk related performance statistics

Hiring Expectations

• We are only considering US Citizens and Green Card holders for this position. We are unable to sponsor for this role.
• No Third Parties
• Right to Represent authorization is required
• Expect technical interview screening
• Expect F2F interview
• Background check and/or credit check will be required

About Dantech

Dantech Corporation, Inc. is a Certified Business Enterprise (CBE) in the District of Columbia and a federally recognized Woman Owned Small Business (WOSB). The company has a history of technology, innovation and transformation since its launch in 1999. As an Equal Opportunity/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status, or disability status. For more information about positions with Dantech, please see: https://www.dantechcorp.com/staffing.