What are the responsibilities and job description for the Desktop Support Specialist position at ePATHUSA Inc?
The primary function of this position is to troubleshoot, resolve and manage tier 1, IT support issues over the phone. This position is customarily a first shift position, but the candidate must be willing to other shifts as needed. Initially this will be a remote support position, the candidate must have access adequate access to the internet and an appropriate workspace to work effectively. The technician will be provided the necessary hardware to perform the required duties. If at some point, the candidate will be required to report on site. This role will be based in Dover DE.
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.
Requirements
Skill
Required / Desired
Amount
of Experience
Candidate
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
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