Help Desk Analyst 3

Job Summary 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. Key Responsibilities 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. Independent critical thinking in a diverse business process environment. Execution of DTI Service Desk contact, problem, incident and request management policies and procedures. Diagnosis, troubleshooting and tracking of 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