Under general supervision, this IT Specialist has 2 position which is located in the Dispatch Unit of the agency IT Help Desk has responsibility and authority to dispatch helpdesk trouble tickets to various levels of repair technicians and vendor service providers, ensuring that the ticket is completed with all pertinent information.This position also ensures issues / problems that either directly or indirectly impact operational effectiveness are resolved in a timely and professional manner; openly communicates with appropriate agency personnel to resolve communication issues/problems in order to facilitate the Dispatch Unit operations and upon resolution of issues / problems from any service representative, will close-out the ticket.Knowledge:The operation of call centers, help desk resolution centers, and dealing with commonly deployed IT products; in the uses of automated problem reporting and tracking systems; in analyzing computer systems, networks, and mainframe problems; and business communications and personnel relations.Skills:
Written and oral communication; effective listening and team building
Effectively communicate in writing and/or orally with customers, technicians, and vendors describing in detail what a user needs to do to resolve a problem; to conduct independent research when necessary