Dover, DE - IT - DTI - Technology & Support Services - Help Desk Analyst 3
This is a Repost of 1058 you are able to resubmit your candidates on this postingPosition title:
Service Desk Specialist Top Skills & Years of
Experience:
2 Years of Service Desk experience addressing tier 1 or tier 2 IT support issuesBasic Network Troubleshooting and Customer ServiceInterview Process:
Preliminary Phone Interview followed by a video interviewDuration:
Phone - 15 minutes Video - 40 minutes Remote, Hybrid, or On-site:
(Hybrid) Specialists work 2 days in the office and 3 days remotely from homeEquipment to work from home is providedHowever specialists could be asked to return to the office for meetings or eventsTravel:
There is no travel requiredHowever on rare occasion specialists may be required to attend a meeting on site in Dover DeRole Description:
This is an elevated Tier 1 Service Desk role that is 95% phone support for internal and external customersThe technician troubleshoots, resolves, documents, and escalates tickets as necessaryExcellent communication and customer service skills are a mustThe primary function of this position is to resolve and/or manage issues over the phone or via remote toolsThis position is a first shift position but ideally, on occasion, the candidate should be willing to work alternate shiftsPreferred Education:
A
Certification and Network
Certification or demonstrated equivalentRole Details:
oProcess all inbound telephone calls, emails, and tickets as assignedoInterface with outside vendors (Telecommunication and others) to assist in team/and customer support for field locations related to outages and telecom issueso95 % phone support, performing basic troubleshooting of network connectivity, infrastructure, and device issuesoBasic troubleshooting of LAN/WAN issues oRemote troubleshooting of desktop issues oThorough documentation and (when necessary) escalation of all incident tickets, utilizing our Service Delivery Tool (Service Now) ossess, report, and communicate between all parties for problem resolution (including, but not limited to, field support deployment)oProactive responsiveness to time sensitive issuesoEscalate complex issues as necessary oThis is a diverse business process environment that requires independent critical thinkingoResponsible for the execution of DTI Service Desk contact, problem, incident and request management policies and proceduresoResponsible for the diagnosis, troubleshooting and tracking of all computer-related incidentsoResponsible for escalating problems and incidents to designated level 2 and level 3 help desk support entitiesoResponsible for reporting incident status and system outage notifications to customers, technical staff, and applicable management entitiesoResponsible for logging incidents and problem resolution activities into a computerized tracking systemoResponsible for contributing to a robust and accurate knowledge base repository.
Recommended Skills Business Processes Communication Critical Thinking Customer Service Help Desk Infrastructure Management Estimated Salary: $20 to $28 per hour based on qualifications.
Service Desk Specialist Top Skills & Years of
Experience:
2 Years of Service Desk experience addressing tier 1 or tier 2 IT support issuesBasic Network Troubleshooting and Customer ServiceInterview Process:
Preliminary Phone Interview followed by a video interviewDuration:
Phone - 15 minutes Video - 40 minutes Remote, Hybrid, or On-site:
(Hybrid) Specialists work 2 days in the office and 3 days remotely from homeEquipment to work from home is providedHowever specialists could be asked to return to the office for meetings or eventsTravel:
There is no travel requiredHowever on rare occasion specialists may be required to attend a meeting on site in Dover DeRole Description:
This is an elevated Tier 1 Service Desk role that is 95% phone support for internal and external customersThe technician troubleshoots, resolves, documents, and escalates tickets as necessaryExcellent communication and customer service skills are a mustThe primary function of this position is to resolve and/or manage issues over the phone or via remote toolsThis position is a first shift position but ideally, on occasion, the candidate should be willing to work alternate shiftsPreferred Education:
A
Certification and Network
Certification or demonstrated equivalentRole Details:
oProcess all inbound telephone calls, emails, and tickets as assignedoInterface with outside vendors (Telecommunication and others) to assist in team/and customer support for field locations related to outages and telecom issueso95 % phone support, performing basic troubleshooting of network connectivity, infrastructure, and device issuesoBasic troubleshooting of LAN/WAN issues oRemote troubleshooting of desktop issues oThorough documentation and (when necessary) escalation of all incident tickets, utilizing our Service Delivery Tool (Service Now) ossess, report, and communicate between all parties for problem resolution (including, but not limited to, field support deployment)oProactive responsiveness to time sensitive issuesoEscalate complex issues as necessary oThis is a diverse business process environment that requires independent critical thinkingoResponsible for the execution of DTI Service Desk contact, problem, incident and request management policies and proceduresoResponsible for the diagnosis, troubleshooting and tracking of all computer-related incidentsoResponsible for escalating problems and incidents to designated level 2 and level 3 help desk support entitiesoResponsible for reporting incident status and system outage notifications to customers, technical staff, and applicable management entitiesoResponsible for logging incidents and problem resolution activities into a computerized tracking systemoResponsible for contributing to a robust and accurate knowledge base repository.
Recommended Skills Business Processes Communication Critical Thinking Customer Service Help Desk Infrastructure Management Estimated Salary: $20 to $28 per hour based on qualifications.
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