Help Desk Analyst 8-11 - Focused HR Solutions
New Castle, DE
About the Job
Position Overview:
- (Hybrid) Specialists work two days in the office and three days remotely from home.
- Equipment to work from home is provided.
- However, specialists could be asked to return to the office for meetings or events.
- There is no travel required.
- However, on rare occasions, specialists may be required to attend a meeting on-site in Dover, De
- Work Hours: 10 am -7 pm
- This position is for 12 months, with the option of extension, and is in New Castle, DE
- W2 only.
Our direct client has an opening for a Help Desk Analyst 1475
If you are interested, please submit the following:
- Your current resume
- Your hourly rate
Top Skills & Years of Experience: 2 Years of Service Desk experience addressing tier 1 or tier 2 IT support issues.
Basic Network Troubleshooting and Customer Service.
100% onsite at either Dover or New Castle
Application Details:
- Interview Process: Preliminary Phone Interview followed by a video interview.
- Duration: Phone - 15 minutes Video - 40 minutes
- Remote, Hybrid, or On-site: (Hybrid) Specialists work 2 days in the office and 3 days remotely from home.
- Equipment to work from home is provided. However, specialists could be asked to return to the office for meetings or events.
Qualifications:
- 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.
- This position is a first shift position but ideally, on occasion, the candidate should be willing to work alternate shifts.
- 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 t
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Source : Focused HR Solutions
