Help Desk Analyst

Job Summary

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 (Verizon 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.
• Independent critical thinking in a diverse business process environment.
• Execution of DTI Service Desk contact, problem, incident and request management policies and procedures.
• Diagnosis, troubleshooting and tracking of 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.