Dover, DE - IT - DTI - Technology & Support Services - Help Desk Analyst

Title:

Help Desk Analyst 3

Bille Rate: ***

Location:

Dover

Shift: 10:30 am to 7pm (It’s possible that would change to 8am to 4:30pm)

Onsite: 1 day a week (WED) – Orientation and initial training will require them to be on site (est. 1 week)

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. 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.

A+ Certification and Network + Certification or demonstrated equivalent.

• 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.