Reference # 19-00149 Title Desktop Support Specialist
Location Phoenix, ARIZONA
Position Type Contract
Experience Level Contract
Start Date / End Date 18-03-2019 --- 30-06-2019
Description
POSITION SUMMARY The Desktop Support Specialist provides technical support to end users for a variety of webbased Arizona Department of Education applications.
RESPONSIBILITIES " Responsible for answering IT requests in person as well as via phone, email or instant message and explaining solutions in technical and nontechnical terms. " Imaging, configuring, installing and support computer systems for end users. " Answers general "how-to questions for a variety of ADE applications, such as password support and troubleshooting content issues " Updates and maintains logs of customer support issues within ADE systems and escalates issues that cannot be resolved to the IT team " Perform cause analysis and develop solutions to physical hardware, software, and enterprise systems issues " Performs other duties as assigned or apparent
REQUIREMENTS " Associates degree or equivalent from a technical school is required; Bachelor's degree in information technology, education, or related is preferred " Minimum of 3 year technical help-desk and call center work experience is required " Working knowledge of Issue management software, Microsoft Service Manager is preferred " Basic technical knowledge of databases, networking, web servers, computer hardware and browsers is required " Knowledge of the Arizona K-12 school system is highly preferred " Demonstrated ability to use discretion and make sound decisions " Strong ability to excel in a collaborative and distributed team environment " Ability to work with a minimal amount of direction while being pro-active in keeping their management informed of project related issues " Ability to work under pressure " Ability to respectfully question ideas and share a point of view with others in support of the business requirements and needs " Ability and willingness to follow prescribed standard operating procedures and processes " Familiar with 2016 Office suite, Windows 10, Skype, OneDrive, WebEx, and Adobe Products. ADE Information Technology Division " Excellent Customer Service in Face-to-Face, Telephone or Electronic interactions with Clients. " Excellent written and verbal communication skills " Strong aspiration to learn new technologies and procedures " Proven strong relationship-building and communication skills with team members and business users " Ability to lift 50lbs boxes as well as to work on reduce spaces while deploying systems. " Ability to maintain confidentiality is required