What are the responsibilities and job description for the IT Help Desk Analyst position at Expedite Technology Solutions?
Onsite: 1 day a week (WED) – Orientation and initial training will require them to be on site (est. 1 week)
Interview: One phone call and one Teams meeting
Role 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.
Job Type: Contract
Pay: $30.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
Experience:
- Help desk: 1 year (Preferred)
- Windows: 1 year (Preferred)
Ability to Commute:
- Dover, DE 19904 (Required)
Ability to Relocate:
- Dover, DE 19904: Relocate before starting work (Required)
Work Location: In person
Salary : $30
