Help Desk Analyst

Stefanini Group • Dover, DE

1d • Hybrid

About The Position

Stefanini Group is hiring a Help Desk Analyst in Dover, DE. 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. 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.

Requirements

• Minimum typing speed of 35 words per minute at 95% accuracy
• 95 % phone support
• Basic troubleshooting of LAN/WAN issues

Nice To Haves

• A+ Certification and Network + Certification or demonstrated equivalent.

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.
• Performing basic troubleshooting of network connectivity, infrastructure, and device 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.
• Diagnosis, troubleshooting and tracking of all computer-related incidents.
• Escalating problems and incidents to designated level 2 and level 3 help desk support entities.
• Reporting incident status and system outage notifications to customers, technical staff, and applicable management.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees