Candidate will be a member of the Driver and Vehicle Services (DVS) District 7
IT Support Team. This team is responsible for supporting workstations, laptops,
Macs, and all device peripherals (print issues, docking issues, scanning, etc.)
The candidate will be responsible for maintaining device compliance and health;
this includes tracking down PC’s that have broken SCCM clients, are out of
compliance with updates, or are reported to have application or operating system
issues. The Workstation Specialist will be responsible for assisting IT staff by
providing Tier 2 support for hardware and software and installation and
troubleshooting services throughout District 7. Candidate must possess the
ability to install and configure PC hardware, peripherals, and software in both
a network (primarily) and stand-alone environments. The ability to use
diagnostic software is required. The ability to read, understand and follow
technical manuals, schematics, and documented processes in the English language
is required. The ability to assemble and support a microcomputer system and
multifunction printers, as well as install Cat5e and/or Cat6 cable runs and
perform cable terminations is required. Specific knowledge required in LAN/WAN,
TCP/IP, Remedy, MS Windows, RDP, and SCCM. The resource may also be required to
document and follow technical processes. Strong communications, customer service
skills, leadership, a high level of attention to detail, and the ability to
function effectively in a fast-paced environment are also required. This team
member will occasionally be required to travel to Driver and Photo License
Centers providing IT support assistance with the possibility of assisting at
other local facilities within the District 7 coverage area.
Essential Responsibilities
• Monitor incident queues for issues and take ownership and assist customers as
required
• Keep all support tickets up to date and well documented
• As required, provided documentation on issue resolution for other teams
• Monitor and report on PC issues, escalate issues; work with other teams
including SCCM, Active Directory, Security, and the IT Service Desk.
• Effectively leads product tests and trials.
• Identifies appropriate business examples to illustrate key concepts /
features.
• Anticipates, identifies, tracks, and resolves issues and risks affecting own
work and work of the Application Team.
• Develops contingency plans as necessary.
• Applies specific expertise to ensure that products meet defined customer
objectives.
• Anticipates and resolve issues specific to the team.
• Determines time estimates and schedule for own work and resolve issues in a
timely manner.
• Identifies and tracks issues, risks and action items.
Required Skills and Experience
1. Required: Valid Driver’s License
2. Required: 3+ years experience installing, configuring and troubleshooting PC
hardware/software in an enterprise LAN/WAN environment
3. Required: 3+ years experience installing and supporting laptops/docking
stations
4. Required: 3+ years experience installing and supporting multifunction print
devices
5. Required: 3+ years experience with Remedy or similar ticketing system
6. Required: 3+ years experience with premise cabling (installing Cat5e/6 cable
and terminations)
7. Required: Possess the following core competencies: continuous attention to
detail, high performance in a fast-paced, multitasking environment, disciplined
to follow established SOPs, and effective communication skills, both written and
spoken, in the English language
8. Desired: Experience with Cisco VPN router installation and support
9. Desired: Experience with Active Directory
10. Desired: Experience with Hyena System Management Software
11. Desired: Experience with Microsoft System Center Configuration Manager
12. Desired: Experience creating process documentation (strong writing skills)
13. Desired: Experience in project management
14. Desired: Experience leading team deploymentsA
American Technology Consulting