Vacancy expired!
One of our premier clients is looking for a Service Desk Specialist in Dover, DE (Hybrid) for a contract position. If interested, please submit your resume ASAP indicating (1) current location (2) desired hourly rate, W2 or 1099? (3) Your email address.
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. This position is a first shift position but ideally, on occasion, the candidate should be willing to work alternate shifts. RESPONSIBILITIES:- 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 entities.
- Responsible for logging incidents and problem resolution activities into a computerized tracking system.
- Responsible for contributing to a robust and accurate knowledge base repository.
- 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)
- Assess, report, and communicate between all parties for problem resolution (including, but not limited to, field support deployment).
- Preferred Education: A+ Certification and Network + Certification or demonstrated equivalent.
Vacancy expired!