Candidate will be required to work a hybrid schedule – on-site each Wednesday in Dover, DE. Candidate is required to work on-site in Dover, DE 1st week for orientation and training. All work must be performed in the United States. Our direct client has an opening for a Service Desk Specialist/Help Desk 4645. This position is for 6-12 months, with option of extension, and will be worked in a hybrid schedule – on-site each Wednesday in Dover, DE. If you are interested, please submit the following: YOUR CURRENT RESUME YOUR HOURLY RATE Below is the job description – Resumes due ASAP – Shift: 10:30 am – 7 pm EST 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. 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 (Verizon 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) • Proactive responsiveness to time sensitive issues. • This is a diverse business process environment that requires independent critical thinking. • 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 By replying to this job advertisement, I agree I want to receive additional job advertisements from Focused HR Solutions, including email, phone and mail to the contact information I am submitting. I consent to Focused HR Solutions, its affiliates, third parties and partners processing my personal data for these purposes and as described in the Privacy Policy. I understand that I can withdraw my consent at anytime.