Service Desk Specialist​/Help Desk

Candidate will be required to work a hybrid schedule – on-site each Wednesday in Dover, DE. Candidate is required to work on-site in Dover, DE 1st week for orientation and training. All work must be performed in the United States.

Our direct client has an opening for a Service Desk Specialist/Help Desk # 4645. This position is for 6-12+ months, with option of extension, and will be worked in a hybrid schedule – on-site each Wednesday in Dover, DE.

If you are interested, please submit the following:

• YOUR CURRENT RESUME.
• YOUR HOURLY RATE.

Below is the job description – Resumes due ASAP:

Shift: 10:30 am – 7 pm EST

Description:

• This is an elevated Tier 1 Service Desk role that is 95% phone support for internal and external customers.
• The technician troubleshoots, resolves, documents, and escalates tickets as necessary.
• Excellent communication and customer service skills are a must.
• The primary function of this position is to resolve and/or manage issues over the phone or via remote tools.

Preferred Education: A+ Certification and Network + Certification or demonstrated equivalent.

Role Details:

• Process all inbound telephone calls, emails, and tickets as assigned.
• Interface with outside vendors (Verizon and others) to assist in team/customer support for field locations related to outages and telecom issues.
• 95% phone support, performing basic troubleshooting of network connectivity, infrastructure, and device issues.
• Basic troubleshooting of LAN/WAN issues.
• Remote troubleshooting of desktop issues.
• Thorough documentation and (when necessary) escalation of all incident tickets, utilizing our Service Delivery Tool (Service Now).
• Proactive responsiveness to time sensitive issues.
• This is a diverse business process environment that requires independent critical thinking.
• Responsible for the execution of DTI Service Desk contact, problem, incident and request management policies and procedures.
• Responsible for the diagnosis, troubleshooting and tracking of all computer-related incidents.
• Responsible for escalating problems and incidents to designated level 2 and level 3 help desk support entities.
• Responsible for reporting incident status and system outage notifications to customers, technical staff, and applicable management.