Service Desk (Ref 345856)

Company Name:
Professional Technology Integration Inc
: Service Desk (Ref 345856)
Location: Dover, DE
Salary: $25 /hr.
Duration: 12+ Months Contract
This is an elevated Service Desk role that is 95% phone support for internal and external customers.
The technician troubleshoots, resolves, documents and escalates
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.
This position is a first shift position.
Years of Relevant Experience: 2 to 4 years of helpdesk and/or desktop experience.
Preferred Education: A+ Certification and Network + Certification or demonstrated equivalent.
Role Description:
95 % Support, by phone.
Specialists perform basic troubleshooting of network connectivity and infrastructure issues.
Interface with outside vendors to assist in team/and customer support for field locations related to outages and telecom 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)
Assess report and communicate between all parties for problem resolution (including, but not limited to, field support deployment).
Proactive responsiveness to time sensitive issues.
Escalate complex issues as necessary
This is a diverse business process environment that requires independent critical thinking.
Required / Desired Skill
Prior Help Desk support work (phone) Required 2 Years
Prior experience support for telecommunications outages Required 1 Year
Troubleshooting connectivity and network availability remotely Required 1 Year
LAN troubleshooting Required 1 Year
Troubleshooting MS Windows OS Required 1 Year
Prior experience with Verizon ISP connectivity Highly desired 1 Years
Prior experience working with Verizon to resolve connectivity over phone Highly desired 1 Years
Prior support of telephony, network and infrastructure related systems Highly desired 1 Years
Prior ex with Service Now (Ticketing System) Nice to have

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