Help Desk Analyst 3

Job Title: Helpdesk Analyst
Duration (Contract): 1-2 Months
Client Location: Dover DE 19901

Location Preference: Onsite

Job 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.

Required Skills Experiences Education and Competencies:

• A Certification and Network Certification or demonstrated equivalent.
• 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 Client 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.

The hourly range for roles of this nature are $25.00 to $35.00/hr. Rates are heavily dependent on skills experience location and industry.

cyberThink is an Equal Opportunity Employer.