Expedite Talent Solutions ยท 4 months ago
Dover, DE - IT - DTI - Technology & Support Services - Help Desk Analyst 3
Dover, DE
Full-time
Hybrid
Mid LevelExpedite Talent Solutions is seeking a Help Desk Analyst 3 to provide elevated Tier 1 service desk support primarily over the phone. The role involves troubleshooting, resolving, documenting, and escalating tickets while ensuring excellent customer service and communication skills.
IT ManagementProfessional ServicesWarehousing
Responsibilities
Process all inbound telephone calls, emails, and tickets as assigned
Interface with outside vendors (Telecommunication 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
Qualification
Required
Excellent communication and customer service skills
A+ Certification and Network + Certification or demonstrated equivalent
Ability to process all inbound telephone calls, emails, and tickets as assigned
Experience interfacing with outside vendors to assist in team/customer support
Ability to perform basic troubleshooting of network connectivity, infrastructure, and device issues
Basic troubleshooting of LAN/WAN issues
Remote troubleshooting of desktop issues
Thorough documentation and escalation of all incident tickets utilizing Service Now
Proactive responsiveness to time sensitive issues
Independent critical thinking in a diverse business process environment
Execution of DTI Service Desk contact, problem, incident and request management policies and procedures
Diagnosis, troubleshooting and tracking of all computer-related incidents
Escalation of problems and incidents to designated level 2 and level 3 help desk support entities
Reporting incident status and system outage notifications to customers, technical staff, and applicable management
Company
Expedite Talent Solutions
Expedite Talent Solutions is a minority- and woman-owned firm delivering agile staffing, project outsourcing, and professional services to clients across the Healthcare, Commercial, and Public Sectors.
Founded in 2009
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Sandeep Singh
Associate Director / Sr. Client Partner
Company data provided by crunchbase