AW312-4645 - Service Desk Specialist

ZipRecruiter; Dover; Hybrid; USD 45,000 - 60,000; Full time

Job summary

A leading company is seeking a Service Desk Specialist for a hybrid role based in Dover, DE. This position focuses on providing elevated Tier 1 support primarily through phone communication. Candidates must possess A+ and Network+ certifications and demonstrate excellent customer service skills. Responsibilities include troubleshooting network issues, managing incident tickets, and interfacing with vendors. This role offers a chance to work in a dynamic environment with opportunities for extension.

Qualifications

• 95% phone support for internal and external customers.
• Troubleshoots and resolves network connectivity issues.

Responsibilities

• Process inbound calls, emails, and tickets.
• Perform basic troubleshooting of LAN/WAN issues.
• Document and escalate incident tickets.

Skills

Communication

Customer Service

Education

A+ Certification

Network+ Certification

Tools

ServiceNow

Job description

Job Description

** 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 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 the 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

Resumes are due ASAP.

Shift: 10:30 am – 7 pm EST

Job 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.

Qualifications:

Education: A+ Certification and Network+ Certification or demonstrated equivalent.

Role Responsibilities:

• 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 (ServiceNow).
• 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.