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

Expedite Talent SolutionsDover, DE

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Overview

Remote

On-site

Job Description

Title: Help Desk Analyst 3Bille Rate: Location: DoverShift: 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.

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FAQs About Dover, DE - IT - DTI - Technology & Support Services - Help Desk Analyst 3 Jobs at Expedite Talent Solutions

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This job at Expedite Talent Solutions is located in Dover, DE, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

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