DOT Senior Helpdesk Specialist 001

Job Description Detailed Statement of Duties and Responsibilities: • Monitor & respond to telephone, voicemail, email and ticketing system (Service Now) to resolve customer issues with the highest level of customer satisfaction. • Monitor, track and resolve IT Service Desk tickets. Respond and resolve tickets adhering to department service level agreements. • Actively engage with Development, Application Support, Network and Server Team personnel to resolve incidents, tasks, and work orders. • Notify/escalate to the appropriate personnel when appropriate • 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: RMV Service Centers, Highway Offices, Aeronautics, and MassDOT shared services) • Install, configure, and deploy software and hardware. (Windows10, Office 365) • Install, configure and troubleshoot peripherals such as printers, scanners and credit card devices. • Install, configure and troubleshoot Audio/Visual equipment including but not limited to mounted TV, Microsoft TEAM console, and Surface Hub mobile units. • 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, GoToAssist) • 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. • Install, troubleshoot and configure MassDOT software and hardware. • 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. •

Confidence -

honesty, integrity, 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)

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