Title : Help Desk Analyst
Location : New Castle, DE , Shift : : am to pm (It’s possible that would change to am to : pm)
Onsite : day a week (WED) Orientation and initial training will require them to be on site (est. week)
Interview : One phone call and one Teams meeting
Duration : Months
Role Description :
This is an elevated Tier Service Desk role that is % 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.
Role Details :
- 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.
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 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 and level help desk support entities.
- Responsible for reporting incident status and system outage notifications to customers, technical staff, and applicable management.
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