Help Desk Analyst
Job in
Dover, Kent County, Delaware, 19904, USA
Listed on 2026-05-30
Listing for:
Jobs via Dice
Full Time
position Listed on 2026-05-30
Job specializations:
-
IT/Tech
HelpDesk/Support, IT Support, Technical Support, Systems Administrator
Job Description & How to Apply Below
Job Title
Help Desk Analyst
Job Details- Location:
Dover, DE (Hybrid – 1 day a week onsite on Wednesday) - Work Hours:
Monday–Friday, 8:00 AM – 4:30 PM, 37.5 hours per week - Shift: 1st Shift (8:00 AM to 4:30 PM)
- Orientation/Training: 1 week onsite orientation and initial training
You will be the first point of contact for internal and external customers, handling 95% of support via phone and performing basic and remote troubleshooting of network connectivity, LAN/WAN, and desktop issues. You will document tickets, use Service Delivery Tool (Service Now), and proactively respond to time‑sensitive issues.
Responsibilities- 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
- Resolve LAN/WAN issues
- Remote troubleshooting of desktop issues
- Maintain thorough documentation and (when necessary) escalation of all incident tickets using Service Now
- Proactively respond to time‑sensitive issues
- 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
- 3 years of Tier 1 Help Desk experience (required)
- Excellent communication and customer service skills (must)
- Minimum typing speed of 35 words per minute at 95% accuracy
- Preferred education:
A+ Certification and Network+ Certification or demonstrated equivalent
- Salary ranges may vary based on experience, qualifications, and local market; bonus or incentive opportunities may be included
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