AW312-4645 - Service Desk Specialist

** 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.

If you are interested, please submit the following:

YOUR CURRENT RESUME

YOUR HOURLY RATE

Below is the job description – Resumes due ASAP –

Shift: 10:30 am – 7 pm EST

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 (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)

•              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

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