A-3/12 - 4645 - Service Desk Specialist/Help Desk

Job 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.

Requirements

• On-site each Wednesday in Dover, DE for the first week for orientation and training.
• All work must be performed in the United States.
• 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 (Verizon 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.

Qualifications

• The primary function of this position is to resolve and/or manage issues over the phone or via remote tools.
• 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.

Pay

Not specified.

Schedule

Hybrid schedule – on-site each Wednesday in Dover, DE.