Help Desk Analyst

Job Title: Help Desk Analyst (Hybrid role)

Location: Dover, DE 19901

Duration: 12+ months (Possible extension)

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.

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.

Best regards,

Rachit Rastogi (Rick)

Senior Talent Acquisition Specilaist

LinkedIn: linkedin.com/in/rachit-rastogi-a6497827

Email: rachit.rastogi@stefanini.com

www.stefanini.com