Service Desk Tech (DE)

Overview

On Site
Depends on Experience
Contract - W2
Contract - 24 week(s)

Skills

Active Directory

Job Details

Service Desk Analyst
Wilmington, DE (onsite)
Contract 
Rate: $25-$27/hr (W2)

The Service Desk Analyst will work with and assist customers with installations, moves, adds, changes, refresh, testing and implementation of personal computer hardware/software system needs.  Their work is mainly focused on identifying, configuring, and installing systems hardware, software, etc. to enhance productivity and improve process efficiency.  The work includes gathering business and end user requirements; analyzing and evaluating products, devices, and systems available; installing and configuring PC systems software to optimize performance and integration with client/server applications; analyzing functionality and risks for mobile computing devices, including policies and approaches for managing security and data back-up in bring-your-own-device (BYOD) environments.  They are responsible for solving and troubleshooting problems related to desktop computers, laptops, and different systems.  They assist with problem determination and isolation of PC hardware/software networks.  Utilizing service desk call tracking and problem resolution software, they will review service tickets to identify opportunities for improvement and thoroughly document problem resolution.  Their daily responsibilities also encompass desktop and laptop imaging, desktop and laptop inventory management, mobile device setup and support (including smartphones and tablets), documentation development and customer facing FAQ guidelines, report generation of daily incident, request, telephony and associated survey responses. They will also be responsible for advanced tasks such as the management of widespread severe incident remediation activities. 

Primary Duties & Responsibilities:

  • Support Analyst will be logged in at all times to answer calls, and monitor self-service queues and requests.
  • Provide complex and unique technical troubleshooting assistance to customers across all business units.
  • Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
  • Assess situations and recognize when escalation is needed and/or required.
  • Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.
  • Delivery various reports.
  • Develop documentation and customer facing FAQ's.
  • Recommend improvements for quality and consistency.
Qualifications
  • Excellent verbal and written communication skills
  • Excellent teamwork skills
  • Excellent analytical, reporting and documentation skills
  • Dedication to customer service
  • Excellent problem-solving skills including triage and rapid decision making
  • Ability to logically adapt in any customer service scenario
  • Ability to manage to resolution a severe and pervasive outage
  • A minimum of 2 years of demonstrated working knowledge of Microsoft Exchange environment (preferred)
  • A minimum of 2 years of demonstrated working knowledge of Active Directory administration (preferred)
  • A minimum of 2 years of demonstrated working knowledge of networking monitoring tools and basic troubleshooting (preferred)
  • A minimum of 2 years of demonstrated working knowledge of CISCO telephony and associated troubleshooting (preferred)
  • Working knowledge of Windows 10, 11, Microsoft Office Suite, Active Directory, VPN, Citrix, VDI, networking and remote tools.
  • Demonstrated experience with IT Service Management tools, with a strong preference for Service Now
  • Experience working within an ITIL methodology
  • Undergraduate degree in an Information Technology discipline is preferred; or equivalent combination of education and work experience
  • Microsoft Certified Professional, A+, and Net+ certifications are preferred

Behavioral Skills Competencies:

  • Customer Service Oriented
  • Critical Thinking
  • Flexibility
  • Operational Effectiveness
  • Results Oriented
  • Time Management
Working Conditions and Physical Requirements:
  • Ability to sit at a desk and work on a computer for extended periods of time
  • May occasionally lift and/or move up to 10 pounds.
  • Vision abilities required by this job include close vision and ability to adjust focus
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