Help Desk Analyst 3063635 I.Html
Job Description
Working in a hybrid environment, the contract Help Desk Analyst will provide 95% phone support, troubleshooting network connectivity and device issues while managing incident tickets and vendor communications in Dover, DE.
##### Key responsibilities
Process inbound calls, emails, and tickets, providing basic troubleshooting for network and device issues
Document and escalate incident tickets using the Service Delivery Tool (Service Now) as necessary
Maintain proactive communication with customers and technical staff regarding incident status and system outages
##### Required qualifications
3 years of Help Desk experience (Tier 1) is required
Minimum typing speed of 35 words per minute at 95% accuracy
A+ Certification and Network + Certification or equivalent experience is preferred
Strong communication and customer service skills are essential
Experience with troubleshooting LAN/WAN and desktop issues is necessary
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