What are the responsibilities and job description for the A-3/12 - 4645 - Service Desk Specialist/Help Desk - Dover, DE (Hybrid - 1 day on-site every week) position at Focused HR Solutions?
** 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
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