Help Desk Analyst

Job Summary

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