Support Specialist - Diversified Systems, Inc.
New Stanton, PA 15672
About the Job
Support Specialist
Hybrid (Remote possible; Onsite as needed).
Must reside in the region.
Description:
DSI is searching for a Support Specialist who will be responsible for providing remote support to the Western region, as well as hands on support to a delivery center with multiple support locations
Responsibilities:
Requirements:
About Diversified Systems
Founded in 1990, Diversified Systems is an award-winning Technology Services corporation providing all levels of IT project consulting services nationwide. DSI is headquartered in Columbus, Ohio with regional offices in the American Midwest and East Coast. We offer our consultants a number of flexible and competitive compensation benefit packages.
Diversified Systems is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations.
Diversity, Equity and Inclusion
DSI values authenticity and is committed to making sure our employees and partners are valued and respected. At DSI, we believe building a diverse culture is important because we know when people work together, we can achieve better results as a team. DSI realizes that everyone comes from various backgrounds. We celebrate these differences because our employees are our greatest asset as we strive to best meet the needs of those we serve. As part of our ongoing efforts, DSI is focused on advancing equality, diversity, and inclusion by setting high standards to continually evolve our culture. This includes but is not limited to recruiting, community involvement, client delivery, and career development.
Hybrid (Remote possible; Onsite as needed).
Must reside in the region.
Description:
DSI is searching for a Support Specialist who will be responsible for providing remote support to the Western region, as well as hands on support to a delivery center with multiple support locations
Responsibilities:
- Respond to support and product use inquiries in a courteous and efficient manner with the goal of minimizing user downtime.
- The incumbent will perform the following; documenting problems, diagnosis, troubleshooting, imaging, configuration and installation of PC's, laptops, agency printers, scanners, software application assistance, etc.
- This person will perform as a Tier 2 Support team member requiring knowledge and adherence to CEDC member defined support processes, standards and requirements.
- This person will also be expected to provide direction to
- team members and participate in knowledge transfer and documentation when required.
- Operational support duties for approx. 5000 devices and individuals in 5 agencies is required
- OPS Tier 2 technical support may involve product user guidance, software and hardware installations, desktop data migration, desktop moves , and printer troubleshooting for repair.
- Capture all relevant data in incident management system and route incidents as necessary.
- Utilize remote and web tools to trouble shoot and resolve issues. These tools include SCCM Remote Tools, PRTG, remote desktop, remote registry modification, remote management using Active Directory, remote command line interface and Powershell Scripting.
- Assist with computer deployments including setup of new equipment and removal and surplus of outdated equipment.
- Use established CoPA Enterprise processes for all support activities.
- Tier 2 responsibilities include PC deployments, software installations, system hardware/software troubleshooting and remediation, other duties as assigned.
- Manages the administration of computer accounts, groups, mailboxes, resource accounts, and distribution lists via the account management application.
- Develop, manage content, configure access management requirements for Operational Support Tier 2 support documents.
- Repository provides instructional content to support staff and acts as a knowledge base for Operational Support Staff needs.
- Standards, documentation and high-level technical instructions are developed and housed on share.
- Comply with all security policies and guidelines.
- Works to coordinate Commonwealth Information Security Office (CISO) policies and implementations within the organization.
- Researches, analyzes, reports, and makes recommendations on the capabilities and limitations of proposed initiatives, software and policies as they affect IT and Program Area business.
- Assists in maintaining asset inventory in incident management system.
- Escalation of hardware issues to proper vendor as contracted.
- Work is assigned on an as-needed basis by direct supervisor.
- Must be able to work independently.
- Decision making is required to ensure the best customer service possible provided the resources available.
- Prioritization of projects and tasks is required.
- Direct contact with customers requires proper decision making in accordance with polices.
Requirements:
- 2+ years of experience supporting Commonwealth of PA customers, desired.
- Demonstrated experience with SCCM deployment processes and configurations, desired.
About Diversified Systems
Founded in 1990, Diversified Systems is an award-winning Technology Services corporation providing all levels of IT project consulting services nationwide. DSI is headquartered in Columbus, Ohio with regional offices in the American Midwest and East Coast. We offer our consultants a number of flexible and competitive compensation benefit packages.
Diversified Systems is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities, and all other employment laws and regulations.
Diversity, Equity and Inclusion
DSI values authenticity and is committed to making sure our employees and partners are valued and respected. At DSI, we believe building a diverse culture is important because we know when people work together, we can achieve better results as a team. DSI realizes that everyone comes from various backgrounds. We celebrate these differences because our employees are our greatest asset as we strive to best meet the needs of those we serve. As part of our ongoing efforts, DSI is focused on advancing equality, diversity, and inclusion by setting high standards to continually evolve our culture. This includes but is not limited to recruiting, community involvement, client delivery, and career development.
Source : Diversified Systems, Inc.
