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Desktop Support Specialist (241 views)

Dover, DE (Onsite)
June 27, 2022

*****Direct Client Requirement*****

Title                                    : Desktop Support Specialist

Location                             : Dover, DE (Onsite)

Rate                                    : DOE /If your experience and skills match call us immediately for submission

Duration                             :12 Months

Interview Type                  : Web Cam Interview

Job Type                           : C2C,C2H,W2

Experience                        : 4 Years

Job Description               :

  • The technician troubleshoots, resolves, documents and escalates tickets as necessary
  • Excellent communication and customer service skills are a must.

Years of Relevant Experience:

  • 2 to 4 years of helpdesk and/or desktop experience. Preferred Education: A+ Certification and Network + Certification or demonstrated equivalent.

Role Description: –

  • 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.
  • The Desktop Support Specialist provides day to day help desk support for the customer base of the Department of Technology and Information (DTI).
  • 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 help desk related performance statistics, as required.

Required / Desired Skills

  • Prior experience working in a technical phone support role
    Required 2 Years
  • Prior experience with the diagnosis, troubleshooting and tracking of computer-related incidents.
    Required 2 Years
  • Prior experience providing hands-on PC and peripheral equipment troubleshooting, repair and installation support.
    Required 1 Years
  • Prior experience escalating problems and incidents to designated level 2 and level 3 help desk support entities
    Required 1 Years
  • Prior work interfacing with outside vendors to assist in team/and customer support for field locations related to outages and telecom issues
    Required 1 Years
  • Prior experience in a role that requires customer centric focus coupled with problem solving abilities
    Required 1 Years
  • Prior experience working with a service ticketing tool
    Required 1 Years
  • Prior experience in working multiple shifts
    Desired 1 Years
  • Troubleshooting of Basic LAN/WAN issues
    Highly desired 1 Years
  • Prior experience with ServiceNow
    Desired 1 Years
  • Very strong verbal and written communication skills
    Required
  • Very strong customer service skills
    Required

******Referral Bonus Available: Refer your friends or colleagues, get referral bonus*******

Thanks  

Praveen  

resumes@sohanit.com 

PH: 470-480-2408 EX 102  

Apply here or please send to resumes@sohanit.com  

Follow us on LinkedIn and Twitter for daily active requirements  

LinkedIn: https://www.linkedin.com/company/sohanit-inc/?viewAsMember=true  

Twitter: https://twitter.com/SohanITInc1 

Position Keywords: LAN, WAN, ServiceNow

Pay Rate: DOE /If your experience and skills match call us immediately for submission

Job Duration: 12 Months

% Travel Required: None

Job Posted by: Consulting Services

Job ID: 2022-254

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