Help Desk Analyst

Role 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.

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.

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.

• This is a diverse business process environment that requires independent critical thinking.

• 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.