Dover, DE - IT - DTI - Technology & Support Services - Help Desk Analyst
Listed on 2025-10-31
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IT/Tech
HelpDesk/Support, IT Support
Overview
Dover, DE - IT - DTI - Technology & Support Services - Help Desk Analyst 3
Join to apply for the Dover, DE - IT - DTI - Technology & Support Services - Help Desk Analyst 3 role at Expedite Technology Solutions LLC
Title:
Help Desk Analyst 3
Bille Rate: **
* Location:
Dover
Shift: 10:30 am to 7pm
Onsite: 1 day a week (WED) – Orientation and initial training will require them to be on site (est. 1 week)
Interview:
One phone call and one Teams meeting
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 EducationA+ Certification and Network + Certification or demonstrated equivalent.
Responsibilities- Process all inbound telephone calls, emails, and tickets as assigned.
- Interface with outside vendors (Telecommunication and others) to assist in team/and 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
- Excellent communication and customer service skills are a must.
Note:
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