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

Job description 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.