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Help Desk Analyst

3 months ago

Dover, United States Ark Solutions Full time
Ark Solutions Inc is looking for Help Desk Analyst

Position: Help Desk Analyst
Location: Dover, DE (Hybrid)
Duration: 12 Months and possibility of extension

Description:

Seeking a 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.

Day-to-day 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 (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

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