Help Desk Analyst

Stefanini Group; Dover (DE); Hybrid; USD 38,572 - 44,083; Full time

Job summary

Stefanini Group is hiring a Help Desk Analyst for a hybrid role in Dover, DE. This position focuses on 95% phone support for internal and external customers, involving issue resolution and management. Ideal candidates should have A+ and Network+ Certifications or an equivalent background, along with strong communication and customer service skills. The role requires effective troubleshooting and documentation of incidents using Service Now. Offering competitive pay at $28-32/hour on W2.

Qualifications

• Minimum typing speed of 35 words per minute at 95% accuracy.
• Prefer A+ and Network+ Certifications or demonstrated equivalent.

Responsibilities

• Resolve and manage issues via phone support.
• Document incident tickets using Service Now.
• Interface with vendors for customer support.

Skills

Excellent communication skills

Customer service skills

Basic troubleshooting of network connectivity

LAN/WAN troubleshooting

Remote troubleshooting of desktop issues

Education

A+ Certification

Network+ Certification

Tools

Service Now

Job description

Job Title: Help Desk Analyst (Hybrid role)

Location: Dover, DE 19901

Timing: 10:30 AM to 07:00 PM (Monday to Friday) (It’s possible that would change to 8am to 4:30pm)

Pay rate: $28-32/- hourly on W2

Note

Minimum typing speed of 35 words per minute at 95% accuracy

Job Description

This is an elevated Tier 1 Service Desk role that is 95% phone support for internal and external customers.

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.

• 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.
• Perform basic troubleshooting of network connectivity, infrastructure, and device issues via 95% phone support.
• Basic troubleshooting of LAN/WAN issues.
• Remote troubleshooting of desktop issues.
• Thorough documentation and, when necessary, escalation of all incident tickets using the Service Delivery Tool (Service Now).
• Proactive responsiveness to time‑sensitive issues.
• Work effectively within a diverse business process environment that requires 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.