Title: Help Desk Analyst 3
Bille Rate: ***
Location: Dover
Shift: 10:30 am to 7pm (It s possible that would change to 8am to 4:30pm)
Onsite: 1 day a week (WED) Orientation and initial training will require them to be on site (est. 1 week)
Interview: One phone call and one Teams meeting
Minimum typing speed of 35 words per minute at 95% accuracy
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.
Role Details:
" 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.
" 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.
" This is a diverse business process environment that requires independent critical thinking.
" Responsible for the execution of DTI 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 2 and level 3 help desk support entities.
" Responsible for reporting incident status and system outage notifications to customers, technical staff, and applicable management.