A-3/12 - 4645 - Service Desk Specialist/Help Desk

Focused HR Solutions; Dover (DE); Hybrid; USD 60,000 - 80,000; Full time

Job summary

Focused HR Solutions is seeking a Service Desk Specialist for a hybrid role in Dover, DE. This position requires strong phone support skills, excellent customer service, and relevant certifications such as A+ and Network +. Candidates will troubleshoot network and device issues, ensuring efficient resolution of customer inquiries while documenting incidents thoroughly.

Qualifications

• Elevated Tier 1 Service Desk role requiring 95% phone support.
• Must have A+ and Network + certifications or equivalent experience.
• Ability to troubleshoot LAN/WAN and computer-related incidents.

Responsibilities

• Process all inbound calls, emails, and tickets.
• Interface with vendors for support with outages and telecom issues.
• Document and escalate all incident tickets using Service Now.

Skills

Excellent communication

Customer service

Problem-solving

Education

A+ Certification

Network + Certification

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 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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