Dutech’s Job

Evaluate failures, bugs, systemic problems, and hardware and report on necessary steps. Consider site-specific information like hardware, operating system, and user requirements to appropriately resolve problems. Install applications, hardware, parts, and/or equipment. Product Support Analyst common tasks include: troubleshoot, diagnose and repair product and service concerns; contribute to and use knowledge base; communicate ongoing problems and fixes internally and with customers; report on product and service problems; and guide customers on product features, product selection and configuration and implementation.

SALARY RANGE: 90K TO 100K Per Annum

Additional job details and special considerations

Acts as the technical team lead for the IT Service Desk as a Service, supporting the external users of computer systems through a help desk structure that spans the range from providing first-line assistance for operational problems of agency information technology systems through collaborating with multiple IT support organizations and program policy sections to research and resolve more difficult and complex problems. Monitors performance of collects data to analyze performance against service level agreements; enforces guidelines, procedures, and policies; participates in bringing new programs into the Service Desk as a Service structure; assigns work to others and monitors its quality and completeness. Works under minimal supervision, with extensive latitude for the use of initiative and independent judgment.

CANDIDATE SKILLS AND QUALIFICATIONS

8 years of experience (Required): Leadership of a help desk/service desk.

2 years of experience (Required): Experience developing process/training documentation.

2 years of experience (Required): Experience researching and resolving escalated problems, including the most complex and/or critical customer issues.

2 years of experience (Preferred): Experience gathering and analyzing performance metrics.

2 years of experience (Preferred): Ability to guide knowledge transfer as staff roll off and on the service desk.