Help Desk Analyst - Hybrid

ARK Solutions, Inc.
Dover, DE Full Time | Contractor
POSTED ON 12/15/2022 CLOSED ON 2/5/2023

Job Posting for Help Desk Analyst - Hybrid at ARK Solutions, Inc.

Top Skills & Years of Experience: 2 Years of Service Desk experience addressing tier 1 or tier 2 IT support issues.
Basic Network Troubleshooting and Customer Service.

Interview Process: Preliminary Phone Interview followed by a video interview.
Duration: Phone - 15 minutes Video - 40 minutes

Travel: There is no travel required. However on rare occasion specialists may be required to attend a meeting on site in Dover De.
Role Description:
This is an elevated Tier 1 Service Desk role that is 95% phone support for internal and external customers.
The technician troubleshoots, resolves, documents, and escalates tickets as necessary.
Excellent communication and customer service skills are a must.
The primary function of this position is to resolve and/or manage issues over the phone or via remote tools.
This position is a first shift position but ideally, on occasion, the candidate should be willing to work alternate shifts.
Preferred Education: A Certification and Network Certification or demonstrated equivalent.
Role Details:
Process all inbound telephone calls, emails, and tickets as assigned.
Interface with outside vendors (Telecommunication and others) to assist in team/and customer support for field locations related to outages and telecom issues.
95 % phone support, performing basic troubleshooting of network connectivity, infrastructure, and device 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.
Responsible for the execution of  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 contributing to a robust and accurate knowledge base repository.
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