Help Desk Analyst
Stefanini, Inc, Dover, DE, United States
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Job Details
Position:
Help Desk Analyst
Location:
Dover, DE (Hybrid)
Type:
Contract (Long Term)
Shift:
1st Shift – 10:30 AM to 7:00 PM (may change to 8:00 AM to 4:30 PM). Onsite 1 day a week (Wednesday) for orientation and training.
Work Hours:
Monday‑Friday, 37 hours.
Responsibilities
Elevated Tier 1 Service Desk role with 95% phone support for internal and external customers.
Troubleshoot, resolve, document, and, when necessary, escalates tickets.
Resolve and/or manage issues over the phone or via remote tools.
Proactive responsiveness to time‑sensitive issues.
Document incidents and use Service Now for ticketing.
Coordinate with outside vendors (e.g., Verizon) for field support.
Escalate problems to level 2 and 3 help desk entities.
Report incident status and system outage notifications to customers, technical staff, and management.
Requirements
Preferred: A+ Certification and Network+ Certification or equivalent.
Minimum typing speed of 35 words per minute at 95% accuracy.
Experience processing inbound telephone calls, emails, and tickets.
Basic troubleshooting of network connectivity, LAN/WAN, and desktop issues.
Documentation and escalation via Service Now.
Independent critical thinking in a diverse business process environment.
Knowledge of DTI Service Desk policies, procedures, and incident management.
Compensation
Pay range: $30.00 - $32.00 per hour.
Benefits
Salary range may vary based on experience. Some positions may include bonuses or other incentives.
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Job Details
Position:
Help Desk Analyst
Location:
Dover, DE (Hybrid)
Type:
Contract (Long Term)
Shift:
1st Shift – 10:30 AM to 7:00 PM (may change to 8:00 AM to 4:30 PM). Onsite 1 day a week (Wednesday) for orientation and training.
Work Hours:
Monday‑Friday, 37 hours.
Responsibilities
Elevated Tier 1 Service Desk role with 95% phone support for internal and external customers.
Troubleshoot, resolve, document, and, when necessary, escalates tickets.
Resolve and/or manage issues over the phone or via remote tools.
Proactive responsiveness to time‑sensitive issues.
Document incidents and use Service Now for ticketing.
Coordinate with outside vendors (e.g., Verizon) for field support.
Escalate problems to level 2 and 3 help desk entities.
Report incident status and system outage notifications to customers, technical staff, and management.
Requirements
Preferred: A+ Certification and Network+ Certification or equivalent.
Minimum typing speed of 35 words per minute at 95% accuracy.
Experience processing inbound telephone calls, emails, and tickets.
Basic troubleshooting of network connectivity, LAN/WAN, and desktop issues.
Documentation and escalation via Service Now.
Independent critical thinking in a diverse business process environment.
Knowledge of DTI Service Desk policies, procedures, and incident management.
Compensation
Pay range: $30.00 - $32.00 per hour.
Benefits
Salary range may vary based on experience. Some positions may include bonuses or other incentives.
#J-18808-Ljbffr