Help Desk Analyst :: Dover, DE (Hybrid)

Help Desk Analyst - Dover, DE

Duration: 6 months | Hybrid

Role Description:

This is an elevated Service Desk role that involves 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 essential. The primary function is to resolve and manage issues over the phone or via remote tools.

Role Details:

• Process all inbound telephone calls, emails, and tickets as assigned.
• Interface with outside vendors to assist in team and customer support for field locations related to outages and telecom issues.
• Provide 95% phone support, performing basic troubleshooting of network connectivity, infrastructure, and device issues.
• Conduct basic troubleshooting of LAN/WAN issues and remote troubleshooting of desktop issues.
• Document and escalate all incident tickets using our Service Delivery Tool (Service Now).
• Demonstrate proactive responsiveness to time-sensitive issues.
• Operate in a diverse business process environment requiring independent critical thinking.
• Execute Service Desk contact, problem, incident, and request management policies and procedures.
• Diagnose, troubleshoot, and track all computer-related incidents.
• Escalate problems and incidents to designated level 2 and level 3 help desk support entities.
• Report incident status and system outage notifications to customers, technical staff, and applicable management.

Required Skills:

• 3 years of Help Desk experience (Tier 1)
• Minimum typing speed of 35 words per minute at 95% accuracy

Preferred Education:

• A Certification and Network Certification or demonstrated equivalent.