Expedite Technology Solutions
Dover, DE - IT - DTI - Technology & Support Services - Help Desk Analyst 3
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Job Description
- Req#: 25-04395
Title: Help Desk Analyst 3
Bille Rate: ***
Location: Dover
Shift: 10:30 am to 7pm
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 (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 managementAbout the company
Notice
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