| Help Desk Analyst - Mostly Remote at New Castle, Delaware, USA |
| Email: [email protected] |
|
From: MANOJ Kumar Akkapelly, Msysinc [email protected] Reply to: [email protected] Title: Help Desk Analyst - Mostly Remote Location: New Castle, DE, USA Length: Long term Restriction: W2 or C2C Send resumes to : [email protected] Description: Interview: One phone call and one Teams meeting **** Very Long term contract Usually the project goes for 4+ years with this customer *** 37 hours per week *** *** Mostly Remote *** 1 day a week (WED) Orientation and initial training will require them to be onsite (est. 1 week) 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 en Required Skill: 1 Year Helpdesk Experience (Providing IT Support over the phone) Keywords: information technology wtwo Delaware Help Desk Analyst - Mostly Remote [email protected] |
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| 02:56 AM 06-Feb-25 |