MO427-Help Desk Analyst10830

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

Onsite: 1 day a week (WED) – Orientation and initial training will require them to be on site (est. 1 week) Shift: 10:30 am to 7pm (It’s possible that would change to 8am to 4:30pm)

Our direct client has an opening for a Help Desk Analyst 10830

This position is up to 14 months with the option of extension. The client is located in Dover, DE

Interview: One phone call and one Teams meeting

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

Role 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.