Job Details

ID #49761665
State Delaware
City Wilmington
Job type Contract
Salary USD Depends on Experience Depends on Experience
Source NetSource, Inc.
Showed 2023-04-23
Date 2023-04-21
Deadline 2023-06-20
Category Technical support
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Help Desk Analyst (ONSITE)

Delaware, Wilmington, 19801 Wilmington USA

Vacancy expired!

Please note that this is a 6 months contract position. 1- 2 years of IT Help Desk experience or recent college graduate with IT Degree/ certificate.This role is 100% virtual currently but candidates must be local to Wilmington, DE.JOB SUMMARY:Provides phone and chat support for business and IT customers technical problems and service requests; records problem symptoms and information for escalation of the more complex problems to higher level support; maintains knowledge of relevant products and service offerings to provide accurate solutions; acts as representative of technical services to its customers.EXPERIENCE REQUIREMENTS:• One year of technical help desk call center experience in an enterprise environment• Recent college grads (Bachelor's degree in Business or Computer Sciences fields attained within past 24 months) looking to pursue an IT career may be considered in lieu of work experienceSPECIAL SKILLS REQUIREMENTS:• Flexibility to work within 24x7x365 support team• 40 WPM Typing• Remote support experience preferredEDUCATION REQUIREMENTS:• High school diploma or equivalent required• Bachelor’s degree preferred (Business or Computer Sciences)INTERNET/CONNECTIVITY REQUIREMENTS:• Download: >5 Mbps• Upload: >2 Mbps• Latency: <150ms• Jitter: <30msWHY YOU’LL LOVE THIS JOB• Internal, enterprise-level support• Career opportunities – IT offers a variety of specialized skill positions• Work from home• Collaborative work environment…new ideas and feedback are welcomed• Performance, growth and goal-oriented culture

ESSENTIAL JOB FUNCTIONS:• Provides basic help desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support within a 24x7x365 support team.• Acts as representative of technical services to its customers.• Initiates, escalates, or resolves problem tickets and/ or service requests.• Troubleshoots and resolves technical problems, escalates to support resources.• Facilitates closure to problem ticket/ service requests while meeting or exceeding defined service level expectations.• Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate toll(s).• Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner.• Records problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources.• Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers.• Must be able to provide clear, concise, information through written and verbal communications.SCHEDULING DETAILS:• Initially schedules will center around 8:00am-4:45pm CST Monday-Friday throughout the training period (4-8 weeks). After training is completed, individual schedules will vary as we are a 24x7x365 operation. Schedules are determined through a shift bid conducted twice per year. Schedules determined through the shift bid should remain effective for 6 months. Candidates applying for this position should consider all possible outcomes.• One Round: 30-60 min video interview which will include:o behavior based questionso typing testo technical competency (basic Windows OS functionality/troubleshooting, basic network connectivity/troubleshooting, and mobile end-user support). Candidates will need a computer/laptop with a camera for the interview.Applicants must provide their phone number. Reference job number A3296.

Vacancy expired!

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