Job Details

Position: Desktop Support Specialist (Ref: 8560)
Location: Dover, DE 19904 United States
Duration: 11 Months 9 Days - Contract
Openings: 1
Deadline: 07/26/2021
Pay Rate:Login

Description:

Years of Relevant Experience: 2 to 4 years of helpdesk and/or desktop experience.
Preferred Education: A+ Certification and Network + Certification or demonstrated equivalent.

Role Description:
• 95 % Support, by phone.
• Specialists perform basic troubleshooting of network connectivity and infrastructure issues.
• Interface with outside vendors to assist in team/and customer support for field locations related to outages and telecom 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)
• Assess, report and communicate between all parties for problem resolution (including, but not limited to, field support deployment).
• Proactive responsiveness to time sensitive issues.
• Escalate complex issues as necessary
• This is a diverse business process environment that requires independent critical thinking.
• Responsible for the execution of 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 entities.
• Responsible for logging incidents and problem resolution activities into a computerized tracking system.
• Responsible for maintaining a robust and accurate knowledge base repository.
• Responsible for providing hands-on PC and peripheral equipment troubleshooting, repair and installation support.
• Responsible for generating help desk related performance statistics, as required.

Required / Desired Skills

  • Prior experience working in a technical phone support role (Required 2 Years)
  • Prior experience with the diagnosis, troubleshooting and tracking of computer-related incidents. (Required 2 Years)
  • Prior experience providing hands-on PC and peripheral equipment troubleshooting, repair and installation support. (Required 1 Years)
  • Prior experience escalating problems and incidents to designated level 2 and level 3 help desk support entities (Required 1 Years)
  • Prior work interfacing with outside vendors to assist in team/and customer support for field locations related to outages and telecom issues (Required 1 Years)
  • Prior experience in a role that requires customer centric focus coupled with problem solving abilities (Required 1 Years)
  • Prior experience working with a service ticketing tool (Required 1 Years)
  • Troubleshooting of Basic LAN/WAN issues (Highly Desired 1 Years)
  • Prior experience in working multiple shifts (Desired 1 Years)
  • Prior experience with ServiceNow (Desired 1 Years)
  • Very strong verbal and written communication skills (Required 1 Years)
  • Very strong customer service skills (Required 1 Years)

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