1.20. Help Desk Analyst

Job Description

Job Description

Position Overview:

• (Hybrid) Specialists work two days in the office and three days remotely from home.
• Equipment to work from home is provided.
• However, specialists could be asked to return to the office for meetings or events.
• There is no travel required.
• However, on rare occasions, specialists may be required to attend a meeting on-site in Dover, De
• Work Hours: 10 am -7 pm
• This position is for 12 months, with the option of extension, and is in New Castle, DE
• W2 only. 

 
Our direct client has an opening for a Help Desk Analyst 1475

 
If you are interested, please submit the following:

• Your current resume
• Your hourly rate

Top Skills & Years of Experience: 2 Years of Service Desk experience addressing tier 1 or tier 2 IT support issues.

Basic Network Troubleshooting and Customer Service.

100% onsite at either Dover or New Castle

 
Application Details:

• Interview Process: Preliminary Phone Interview followed by a video interview.
• Duration: Phone - 15 minutes Video - 40 minutes
• Remote, Hybrid, or On-site: (Hybrid) Specialists work 2 days in the office and 3 days remotely from home.
• Equipment to work from home is provided. However, specialists could be asked to return to the office for meetings or events.

Qualifications:

• 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.
• This position is a first shift position but ideally, on occasion, the candidate should be willing to work alternate shifts.
• 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 t

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