Help Desk Analyst

Job Title:

Help Desk Analyst (Hybrid role)

Location:

Dover, DE 19901 Timing: 10:30 AM to 07:00 PM (Monday to Friday) (It’s possible that would change to 8am to 4:30pm) Pay rate: $28-32/- hourly on W2 Note

Minimum typing speed of 35 words per minute at 95% accuracy

This is an elevated Tier 1 Service Desk role that is 95% phone support for internal and external customers.

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.

• Process all inbound telephone calls, emails, and tickets as assigned.
• Interface with outside vendors (Verizon and others) to assist in team/and customer support for field locations related to outages and telecom issues.
• Perform basic troubleshooting of network connectivity, infrastructure, and device issues via 95% phone support.
• Basic troubleshooting of LAN/WAN issues.
• Remote troubleshooting of desktop issues.
• Thorough documentation and, when necessary, escalation of all incident tickets using the Service Delivery Tool (Service Now).
• Proactive responsiveness to time‑sensitive issues.
• Work effectively within a diverse business process environment that requires independent critical thinking.
• Execute DTI Service Desk contact, problem, incident, and request management policies and procedures.
• Diagnose, troubleshoot, and track all computer‑related incidents.
• Escalate problems and incidents to designated Level 2 and Level 3 help desk support entities.
• Report incident status and system outage notifications to customers, technical staff, and applicable management.