A-3/12 - 4645 - Service Desk Specialist/Help Desk

Candidate will be required to work a hybrid schedule – on-site each Wednesday in Dover, DE. Candidate is required to work on-site in Dover, DE 1st week for orientation and training. All work must be performed in the United States.

Our direct client has an opening for a Service Desk Specialist/Help Desk # 4645. This position is for 6-12 months, with option of extension, and will be worked in a hybrid schedule – on-site each Wednesday in Dover, DE.

If You Are Interested, Please Submit The Following

YOUR CURRENT RESUME.

YOUR HOURLY RATE.

Below Is The Job Description – Resumes Due ASAP –

Shift: 10:30 am – 7 pm EST

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.
  
  

By replying to this job advertisement, I agree I want to receive additional job advertisements from Focused HR Solutions, including email, phone and mail to the contact information I am submitting. I consent to Focused HR Solutions, its affiliates, third parties and partners processing my personal data for these purposes and as described in the Privacy Policy. I understand that I can withdraw my consent at anytime.