Help Desk Analyst

Job Title: Help Desk Analyst (Hybrid role) Location: Dover, DE 19901 Timing: 10:30 AM to 07:00 PM (Monday to Friday) (It’s possible that would change to 8am to 4:30pm) Pay rate: $28-32/- hourly on W2 Note Minimum typing speed of 35 words per minute at 95% accuracy Job Description This is an elevated Tier 1 Service Desk role that is 95% phone support for internal and external customers. 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. Preferred Education: A+ Certification and Network+ Certification or demonstrated equivalent. 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. Perform basic troubleshooting of network connectivity, infrastructure, and device issues via 95% phone support. Basic troubleshooting of LAN/WAN issues. Remote troubleshooting of desktop issues. Thorough documentation and, when necessary, escalation of all incident tickets using the Service Delivery Tool (Service Now). Proactive responsiveness to time‑sensitive issues. Work effectively within a diverse business process environment that requires independent critical thinking. Execute DTI 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. #J-18808-Ljbffr