What are the responsibilities and job description for the Help Desk Analyst position at MBI LLC?
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 en
Required Skills
1 Year Helpdesk Experience (Providing IT Support over the phone)
Job Type: Contract
Pay: $24.63 - $25.88 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
Experience:
- Help desk: 3 years (Required)
- Windows: 3 years (Required)
Ability to Commute:
- Dover, DE 19904 (Required)
Ability to Relocate:
- Dover, DE 19904: Relocate before starting work (Required)
Work Location: In person
Salary : $25 - $26
