13 Help Desk Analyst Jobs in Castle, DE
Elite WorkForce, Inc is Hiring a Help Desk Analyst Near Castle, DE
Job Position -Help Desk Analyst
Job Location - New Castle DE
Local to DE
### Job Description: Tier 1 Service Desk Technician
#### Role Description:
We are seeking an elevated Tier 1 Service Desk Technician with a primary focus on phone support for both internal and external customers. This role involves troubleshooting, resolving, documenting, and escalating tickets as necessary. Exceptional communication and customer service skills are essential. 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 experience.
#### Key Responsibilities:
- Process all inbound telephone calls, emails, and tickets as assigned.
- Interface with outside vendors (e.g., Verizon) to assist in team and customer support for field locations related to outages and telecom issues.
- Provide 95% phone support, performing basic troubleshooting of network connectivity, infrastructure, and device issues.
- Perform basic troubleshooting of LAN/WAN issues.
- Conduct remote troubleshooting of desktop issues.
- Thoroughly document and escalate all incident tickets, utilizing our Service Delivery Tool (ServiceNow).
- Respond proactively to time-sensitive issues.
- Apply independent critical thinking in a diverse business process environment.
- Execute DTI Service Desk contact, problem, incident, and request management policies and procedures.
- Diagnose, troubleshoot, and track all computer-related incidents.
- Escalate problems and incidents to designated level 2 and level 3 help desk support entities.
- Report incident status and system outage notifications to customers, technical staff, and applicable management.
#### Qualifications:
- A Certification and Network Certification or equivalent experience.
- Proven ability to troubleshoot basic network connectivity, infrastructure, and device issues.
- Experience with remote troubleshooting tools and techniques.
- Strong documentation skills and experience using ServiceNow or similar Service Delivery Tools.
- Excellent verbal and written communication skills.
- Strong customer service orientation and problem-solving skills.
- Ability to work independently and think critically in a fast-paced environment.
- Familiarity with LAN/WAN troubleshooting.
- Experience interfacing with vendors for support and issue resolution.
#### Additional Information:
- This role requires a proactive and responsive approach to resolving issues in a timely manner.
- The technician must be adept at managing multiple tasks and priorities simultaneously.
- Familiarity with telecom issues and vendor management is a plus.
- The position demands a high degree of professionalism and the ability to communicate effectively with customers, technical staff, and management.
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If you have the skills and certifications required and are ready to provide top-notch phone support and troubleshooting services, we encourage you to apply for this exciting opportunity.
Job Summary
Contractor
Business Services
$63k-79k (estimate)
06/27/2024
07/24/2024
eliteworkforceinc.com
KISSIMMEE, FL
25 - 50
2013
MEHBOOB DABHOIWALA
<$5M
Business Services
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The job skills required for Help Desk Analyst include Help Desk, Troubleshooting, Customer Service, Problem Solving, Service Desk, Written Communication, etc. Having related job skills and expertise will give you an advantage when applying to be a Help Desk Analyst. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Help Desk Analyst. Select any job title you are interested in and start to search job requirements.
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Use quotation marks for exact phrases.
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