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

Overview

Title:

Help Desk Analyst 3

Location:

New Castle, DE

Shift: 10:30 am to 7:00 pm (may change to 8:00 am to 4:30 pm)

Onsite: 1 day a week (Wednesday) – Orientation and initial training on site (estimated 1 week)

Interview:
One phone call and one Teams meeting

Role

Description:

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 Education: 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.
• Provide 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.
• Operate in a diverse business process environment requiring 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 support entities.
• Report incident status and system outage notifications to customers, technical staff, and applicable management.

• Experience as an elevated Tier 1 Service Desk technician with strong phone-based support.
• Excellent communication and customer service skills.
• Proficiency in documenting and escalating incidents using Service Now or equivalent tools.

• Seniority level:
  Mid-Senior level
• Employment type:
  
  Full-time
• Job function:
  Other
• Industries: IT Services and IT Consulting