Help Desk Analyst 3
Job ID: 08798
Location: New Castle, DE [Hybrid]
Employment Type: Contract
Help Desk Analyst 3
Location: Dover, DE
Schedule: 10:30 AM – 7:00 PM (schedule subject to change)
Work Arrangement: Hybrid, onsite 1 day per week after training
Interview Process: One phone interview and one Teams interview
About the Role
Our client is seeking a Help Desk Analyst to provide Tier 1 technical support for internal and external users. This role is heavily phone-based and focused on troubleshooting, ticket management, remote support, and customer service.
Key Responsibilities
- Provide phone, email, and remote technical support for users.
- Troubleshoot network connectivity, desktop, infrastructure, and device-related issues.
- Document, manage, and escalate incident tickets using ServiceNow or similar ticketing tools.
- Support LAN/WAN troubleshooting and remote desktop support activities.
- Coordinate with external vendors to support telecom and outage-related issues.
- Communicate incident updates and outage notifications to users and technical teams.
- Follow established incident, request, and problem management procedures.
- Escalate complex issues to higher-level technical support teams as needed.
Required Qualifications
- Strong customer service and communication skills.
- Experience providing phone-based technical support in a help desk or service desk environment.
- Basic troubleshooting experience with desktop, network, and connectivity issues.
- Experience using ticketing systems such as ServiceNow.
- Ability to work independently in a fast-paced support environment.
- Minimum typing speed of 35 WPM with 95% accuracy.
Preferred Qualifications
- A+ Certification and/or Network+ Certification.
- Experience supporting enterprise or large-scale environments.
- Familiarity with remote support tools and telecom troubleshooting.