Help Desk Analyst 3
Job ID: 08808
Location: Dover, DE [Hybrid]
Employment Type: Contract
Help Desk Analyst III
Location: Dover, DE
Schedule: Monday through Friday, 8:00 AM to 4:30 PM (37.5 hours/week)
Work Arrangement: Hybrid, onsite 1 day per week (Wednesdays). Initial orientation and training will be onsite for approximately one week.
Interview Process: One phone interview and one Microsoft Teams interview
Key Responsibilities
- Provide Tier 1 technical support for internal and external customers primarily via phone and remote support tools
- Troubleshoot and resolve network connectivity, infrastructure, desktop, and device-related issues
- Process inbound calls, emails, and service tickets in a timely manner
- Document, track, and manage incidents using ServiceNow or similar ticketing systems
- Escalate unresolved issues to Level 2 or Level 3 support teams as needed
- Coordinate with outside vendors, including telecom providers, to support field locations and outage resolution
- Communicate incident updates and outage notifications to customers and internal teams
- Maintain strong responsiveness to time-sensitive issues while delivering excellent customer service
- Apply critical thinking and problem-solving skills in a dynamic support environment
Required Qualifications
- Minimum 3 years of Tier 1 Help Desk or Service Desk experience
- Strong troubleshooting skills related to desktop support, LAN/WAN connectivity, and remote support
- Excellent communication and customer service skills
- Experience working with ticketing systems such as ServiceNow
- Ability to manage multiple tasks in a fast-paced environment
- Minimum typing speed of 35 WPM with 95% accuracy
Preferred Qualifications
- CompTIA A+ Certification
- CompTIA Network+ Certification or equivalent experience