Help Desk Analyst — Tier 1 Phone Support (Hybrid, 1x/Week Onsite)

Focused HR Solutions, LLC; Dover (DE); On-site; USD 40,000 - 55,000; Full time

Job summary

Focused HR Solutions, LLC is seeking an on-site Help Desk Analyst in Dover, DE. The role emphasizes 95% phone support for internal and external customers, with troubleshooting across LAN/WAN, network, and desktop issues.

Orientation and initial training are on-site, with interviews conducted by phone and Teams. The candidate should have A+ and Network+ certifications or equivalent, strong communication skills, and a minimum typing speed of 35 wpm at 95% accuracy.

Qualifications

• Minimum typing speed of 35 words per minute at 95% accuracy.
• Elevated Tier 1 Service Desk role focused on phone support.
• Strong communication and customer service skills required.

Responsibilities

• Process all inbound calls, emails, and tickets as assigned.
• Interface with outside vendors (Verizon and others) to assist in support.
• Provide 95% phone support with basic troubleshooting of connectivity and device issues.
• Remote troubleshooting of desktop issues.
• Document and escalate incidents in ServiceNow as needed.
• Escalate problems to level 2/3 as required.
• Report incident status and outages to customers and management.

Skills

Phone support

Excellent communication

Customer service

Typing 35 wpm

Education

A+ Certification

Network+ Certification

Tools

ServiceNow

Job description

Focused HR Solutions, LLC is seeking an on-site Help Desk Analyst in Dover, DE. The role emphasizes 95% phone support for internal and external customers, with troubleshooting across LAN/WAN, network, and desktop issues.

Orientation and initial training are on-site, with interviews conducted by phone and Teams. The candidate should have A+ and Network+ certifications or equivalent, strong communication skills, and a minimum typing speed of 35 wpm at 95% accuracy.