Help Desk Analyst
About The Position
Stefanini Group is hiring a Help Desk Analyst in Dover, DE. This is a hybrid role requiring one day a week onsite on Wednesdays. The analyst will be responsible for processing inbound calls, emails, and tickets, interfacing with vendors for telecom issues, and performing 95% phone support for basic troubleshooting of network connectivity, infrastructure, and device issues. The role involves remote troubleshooting of desktop issues, thorough documentation using ServiceNow, and proactive responsiveness to time-sensitive issues. This position requires independent critical thinking and adherence to DTI Service Desk policies. The analyst will diagnose, troubleshoot, and track computer-related incidents, escalate problems to higher tiers, and report incident status to customers and management.
Requirements
- 3 years of Help Desk experience (Tier 1)
- Excellent communication and customer service skills
- Minimum typing speed of 35 words per minute at 95% accuracy
Nice To Haves
- A+ Certification
- Network + Certification
- Demonstrated equivalent to A+ and Network + Certification
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.
- Perform basic troubleshooting of network connectivity, infrastructure, and device issues.
- Perform basic troubleshooting of LAN/WAN issues.
- Perform remote troubleshooting of desktop issues.
- Thoroughly document and escalate all incident tickets, utilizing the Service Delivery Tool (Service Now).
- Proactively respond to time-sensitive issues.
- 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.
Benefits
- Bonuses or other incentives may be included.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
