Role: Desktop Support Specialist
Location: Dover, DE
Duration: 12+ Months contract
Interview Mode: In person only (no Skype or Phone interviews)
Prior experience working in a technical phone support role
Prior experience with the diagnosis, troubleshooting and tracking of computer-related incidents.
Prior experience providing hands-on PC and peripheral equipment troubleshooting, repair and installation support.
Prior experience escalating problems and incidents to designated level 2 and level 3 help desk support entities
Prior work interfacing with outside vendors to assist in team/and customer support for field locations related to outages and telecom issues
Prior experience in a role that requires customer centric focus coupled with problem solving abilities
Prior experience working with a service ticketing tool
Troubleshooting of Basic LAN/WAN issues
Prior experience in working multiple shifts
Prior experience with ServiceNow
Very strong verbal and written communication skills
Very strong customer service skills
The primary function of this position is to resolve and/or manage issues over the phone.
This position is a first shift position but the candidate needs to be willing to work multiple shifts as needed.
This position will be based in New Castle, DE, but could require occasional travel to Dover DE.
Years of Relevant Experience: 2 to 4 years of helpdesk and/or desktop experience.
Preferred Education: A+ Certification and Network + Certification or demonstrated equivalent.
95 % Support, by phone.
Specialists perform basic troubleshooting of network connectivity and infrastructure issues.
Interface with outside vendors (Verizon and others) 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 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 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 helpdesk related performance statistics, as required.
Looking forward to hearing from you
Thanks & Regards,
Harri Wilson IT Recruiter
Address: 4080 Lafayette Center Drive, Suite 300 Chantilly VA 20151
Fax & 2008 to 2013 Honoree: Inc 5000 fastest growing companies
Technical Phone Support, Troubleshooting, Repair and Installation, Help Desk Support, LAN/WAN issues, Service Ticketing, Service Now
V.L.S. Systems, Inc