Service Desk Specialist​/Help Desk -A312

Overview

Candidate will be required to work a hybrid schedule – on-site each Wednesday in Dover, DE. Candidate is required to work on-site in Dover, DE 1st week for orientation and training. All work must be performed in the United States.

Our direct client has an opening for a Service Desk Specialist/Help Desk # 4645. This position is for 6-12+ months, with option of extension, and will be worked in a hybrid schedule – on-site each Wednesday in Dover, DE.

• 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.
• Provide 95% phone support, performing basic troubleshooting of network connectivity, infrastructure, and device issues.
• Perform 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.
• Operate in a diverse business process environment requiring independent critical thinking.
• Execute DTI Service Desk contact, problem, incident and request management policies and procedures.
• Diagnose, troubleshoot and track all computer-related incidents.
• Escalate problems and incidents to designated level 2 and level 3 help desk support entities.
• Report incident status and system outage notifications to customers, technical staff, and applicable management.

• Preferred Education:
  
  A+ Certification and Network+ Certification or demonstrated equivalent.
• Excellent communication and customer service skills.
• Strong phone support and remote troubleshooting abilities.

• Shift: 10:30 am – 7 pm EST
• Location:
  
  Dover, DE (hybrid; on-site every Wednesday; first week on-site for orientation)
• Duration: 6-12+ months with option of extension

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