| OCTO DCPS Technician Support | 696453 | 12/5/2022 |
Requisition Description
Engagement Type: Contract
Short Description:
6-10 years of experience. Responds to and diagnoses problems through discussion with users
Complete Description:
Responsibilities: 1. Responds to and diagnoses problems through discussion with users. 2. Ensures a timely process through which problems are controlled, including problem recognition, research, isolation, resolution, and follow-up steps. 3. Supervises operation of help desk and serves as focal point for customer concerns. 4. Provides support to end users on a variety of issues. 5. Identifies, researches, and resolves technical problems. 6. Responds to telephone calls, emails, and personnel requests for technical support. 7. Documents, tracks, and monitors the problem to ensure a timely resolution. 8. Provides second-tier support to end users for either PC, server, or mainframe applications or hardware. 9. Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem. 10. Simulates or recreates user problems to resolve operating difficulties. 11. Recommends systems modifications to reduce user problems. Minimum Education/Certification Requirements: IT related certifications (CompTia or equivalent) or equivalent work experience
Required/Desired Skills
| Skill | Required/Desired | Amount | of Experience |
| 6-10 yrs. diagnosing and resolving end user computer/computer peripherals problems | Required | 6 | Years |
| 6-10 yrs. providing second-tier support to end users, server, or mainframe apps/hardware | Required | 6 | Years |
| 6-10 yrs. documenting, tracking, and monitoring end user, server, or mainframe apps/hardware problems | Required | 6 | Years |
| Bachelor’s degree in IT or related field or equivalent experience | Required | 10 | Years |
| 6+ yrs of experience with Microsoft Windows | Required | 6 | Years |
| 6+ yrs of experience with Microsoft Office | Required | 6 | Years |
| 4+ yrs of experience with Apple MAC OSx | Required | 4 | Years |
| 2+ yrs of experience with Intune | Desired | 2 | Years |