Desktop Support

Location: New Castle, DE
Date Posted: 06-05-2018
Job title: Desktop Support
Duration: 12 months
Location: New Castle, DE
Job description
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
Thanks & Regards,

Wajid | Technical Recruiter
Global Nest
An E-Verify Company.
Voice:(732) 333-4382 I Fax: (732) 479 -1321
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