Help Desk Analyst

Title: Help Desk Analyst 3

Location: New Castle Shift: 10:30 am to 7:00 pm (Possible shift change to 8:00 am to 4:30 pm)

Onsite Requirement: 1 day a week (Wednesdays) – Orientation and initial training onsite (estimated 1 week)

Role Description:

The Help Desk Analyst 3 is a crucial role within the Tier 1 Service Desk, focusing on providing phone support for both internal and external customers. The position involves troubleshooting, resolving, documenting, and escalating tickets as needed. Exceptional communication and customer service skills are essential.

Primary Responsibilities:

Telephone and Remote Support:

• Provide support primarily via phone (95%) and remote tools.
• Troubleshoot and resolve issues related to network connectivity, infrastructure, and devices.
• Handle basic LAN/WAN issues and desktop troubleshooting.

Ticket Management:

• Process inbound calls, emails, and tickets.
• Document and escalate incidents appropriately using Service Now.
• Ensure proactive responsiveness to urgent issues.

Vendor and Team Coordination:

• Collaborate with outside vendors (e.g., Verizon) to support field locations with outages and telecom issues.

Critical Thinking and Policy Adherence:

• Operate within a diverse business process environment requiring independent critical thinking.
• Adhere to DTI Service Desk contact, problem, incident, and request management policies and procedures.

Incident Management:

• Diagnose, troubleshoot, and track computer-related incidents.
• Escalate problems to Level 2 and Level 3 support as necessary.
• Report incident status and system outages to customers, technical staff, and management.

Preferred Education and Certifications:

• A+ Certification
• Network+ Certification
• Or demonstrated equivalent experience.

Key Skills and Attributes:

• Excellent communication and customer service skills.
• Strong documentation and problem-solving abilities.
• Ability to handle time-sensitive issues effectively.
• Proficiency with Service Now or similar Service Delivery Tools.

This role is designed for individuals who thrive in a fast-paced environment and possess the technical acumen to manage and resolve a variety of IT-related issues efficiently.