DOT Senior Helpdesk Specialist

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 :

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

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