1.20. Help Desk Analyst

Focused HR Solutions • New Castle, DE

5h • Hybrid

About The Position

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. The primary function of this position is to resolve and/or manage issues over the phone or via remote tools. This position is a first shift position but ideally, on occasion, the candidate should be willing to work alternate shifts. Specialists work two days in the office and three days remotely from home. Equipment to work from home is provided. However, specialists could be asked to return to the office for meetings or events. There is no travel required. However, on rare occasions, specialists may be required to attend a meeting on-site in Dover, DE. This position is for 12 months, with the option of extension.

Requirements

• 2 Years of Service Desk experience addressing tier 1 or tier 2 IT support issues.
• Basic Network Troubleshooting and Customer Service.
• Excellent communication and customer service skills are a must.
• Willing to work alternate shifts on occasion.

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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed