Desktop Support IV - KYYBA, Inc

Desktop Support 4 PD:

Under the general supervision of the IT Solutions Center Section (ITSC) Supervisor and the guidance of the ITSC Lead, this position uses a proactive, process-oriented, customer focused approach and assists in growing the use of technology throughout the agency. This position is responsible for providing support to ETF staff by providing direction, answers and resolutions to a full range of IS questions and problems reported to the IT Solution Center as well as supporting the agency's user-focused technologies. This position needs a strong skillset and experience in interpersonal communications and relationship building background.

This position supports user experience, actively engages in the technology lifecycle process, and provides high-level service operation skills. The user experience duties consist of providing innovation and research of technologies, follow through of technology integration (training/use of technology), and expertise to support strategic and business unit initiatives. The technology lifecycle support process helps guide the process and provides product ownership duties for the agency. The high-level service operation activities include providing and maintaining ITIL-based frameworks around Problem, Incident, and Request fulfillment processes and procedures. This role uses insight and analysis of service support functions and service tickets to assist the IT Solution Center to a more proactive and mature

environment.

This position provides technical assistance in the support, preparation, and implementation of desktop supported services, customer systems, and hardware tools. This position will partner with technology and business experts, the Office of Enterprise Initiatives, ETF business analysts, and end users to plan, and coordinate IT's end-user service delivery efforts. This position is a liaison between business users and technical staff to facilitate solutions to problems. The incumbent proactively assists the Service Support Lead to develop business user how-to instructions, training, and service portals.

• Ability to develop user documentation and perform training (3 years)

• Ability to assist in identifying training needs (Preferred Skill)

• Ability to identify, manage, troubleshoot, and resolve problems (3 years)

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Knowledge of Microsoft Active Directory (Preferred Skill)

• Knowledge of Microsoft Office 365 (3 years)

• Knowledge of Microsoft Teams (1 year)

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Knowledge of Mobile Device performance monitoring and tuning techniques (Preferred Skill)

Advanced problem resolution skills, with a knowledge of Problem Management processes and procedures (Preferred Skill)

• Knowledge of image deployment via Desktop Management Tools (SCCM) (1 year) Knowledge of Microsoft Productivity suite of tools (3 years)