DOT Helpdesk Specialist

Job Description

Detailed Statement of Duties and Responsibilities:

• Monitor & respond to telephone, voicemail, email and ticketing system (ServiceNow) to resolve customer issues with the highest level of customer satisfaction.
• Respond and resolve tickets adhering to service level agreements.
• Provide tier1 and tier 2 troubleshooting/customer issue resolution assistance to IT-ITS team.
• Actively engage with Development, Application Support, Network and Server Team personnel to resolve incidents, tasks, and work orders.

• Notify/escalate to the appropriate personnel on all outages impacting the DOT environment.
• With direction from IT Operations Management, follow all security guidelines and remediation tasks related to PCI to ensure 100% compliancy.

• Image, install and troubleshoot PC's, laptops and tablets at MassDOT offices (for example: ITS locations, RMV Service Centers, Highway Offices, Aeronautics, and MassDOT shared services)
• Install, configure, and deploy software and hardware. (Windows10, Office 365, Client/Lenovo hardware)
• Install, configure and troubleshoot peripherals such as printers, scanners and pinpads.
• Work with outside vendors to report and resolve faulty equipment.
• Use software utilities/tools to maintain user accounts. This includes changing passwords for email and accounts.
• Utilize remote tools to troubleshoot, diagnose and resolve end user issues. (Goverlan, Bomgar, GoToAssist, Logmein)
• Create knowledge documents and standard operating procedures (SOP's). Transfer knowledge to other team members.
• Train employees and other team members on process and technologies when required.
• Research all pertinent information (logs, tech specs, white papers, Google, etc.) to provide resolution for known customer issues and/or develop, test and deploy customer solutions with guidance from IT Management.
• Continually work with Service Delivery team to ensure health and high level reliability of end user computing environment.
• Follows all major outage SOP's and guidelines for local and system wide outages.
• Complete all mandatory training as required.
• Work on special projects as required.

Required Competencies:

• Core - Customer service values and strengths, communication skills, ability to work effectively independently and within a team.
• Leadership - Strong and effective leadership qualities that are measurable and observable behaviors. (honesty, integrity, confidence, inspire others, commitment, passion)
• Technical - Strong technical skills and knowledge needed for an IT service delivery role.
• General - Combination of abilities, motivations, and traits required to perform effectively in a wide range of Information Technology jobs. (communication skills, teamwork, presentation, creativity)

Required Qualifications:

• In-depth knowledge and concepts of computer hardware and software within a Microsoft Windows environment.
• Excellent customer service skills.
• Ability to logically troubleshoot and resolve complex technology issues.
• Ability to exercise sound judgment and work independently.
• Ability to establish rapport with others.
• Ability to prepare and use technical documentation and flow charts.
• Ability to manage vendors when problems are escalated.
• Demonstrate ownership of the support ticket lifecycle.
• 3-7 Years of Tier 2 PC/Computer support.
• Prioritize effectively and work efficiently with little supervision
• Actively engages with IT Leadership, business owners, and vendors to develop future hardware and software requirements.
• Knowledge of servers and networking technology a plus.
• Project management experience a plus

About Kyyba:
Founded in 1998 and headquartered in Farmington Hills, MI, Kyyba has a global presence delivering high-quality resources and top-notch recruiting services, enabling businesses to effectively respond to organizational changes and technological advances.
At Kyyba, the overall well-being of our employees and their families is important to us. We are proud of our work culture which embodies our core values; incorporating value, passion, excellence, empowerment, and happiness, creates a vibrant and productive atmosphere. We empower our employees with the resources, incentives, and flexibility that they need to support a healthy, balanced, and fulfilling career by providing many valuable benefits and a balanced compensation structure combined with career development.
Disclaimer:
Kyyba is an Equal Opportunity Employer.
Kyyba does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. Minorities / Females / Protected Veterans / Individuals with Disabilities are encouraged to apply. All employment is decided on the basis of qualifications, merit, and business need.
Rewards:
Medical, dental, vision
401k
Term life
Voluntary life and disability insurance
Optional Pre-paid legal plan
Optional Identity theft plan
Optional Medical and dependent FSA
Work-visa sponsorship
Opportunity for advancement
Long-term assignment with opportunity for hire by client

SELECT AWARDS

• An INC 5000 company for 10 years
• Corp! Michigan Economic Bright Spots
• Crain's Detroit Business Top Staffing Service Companies in Detroit
• TechServe Alliance Excellence Award- IT and Engineering Staffing & Solutions
• Best of MichBusiness winner in HR Wizards & Partnerships
• Metro Detroit Elite Category: Recruitment, Selection & Orientation for 101 Best & Brightest
• 101 Best & Brightest Companies to Work for in Michigan