New Castle, DE - IT - DTI - Technology & Support Services - Help Desk Analyst 3

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.

Responsibilities

• 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 (ServiceNow).
• 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.

Qualifications

Employment details

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