Help Desk Analyst

Stefanini Group is hiring!

Stefanini is looking for Help Desk Analyst in Dover, DE (Hybrid)

For quick Apply, please reach out to Vipul Bhardwaj - call: / email:

Work Hours: M-F (37.5 hours)

Work Location: Dover, DE (Hybrid - 1 day a week onsite on Wednesday)

Shift: 1st Shift (8:00 AM to 4:30 PM)

Orientation/Training Orientation and initial training will require them to be on site (est. 1 week)

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.



3 years of Help Desk experience (Tier 1) - Required.

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. Minimum typing speed of 35 words per minute at 95% accuracy.Preferred Education: A+ Certification and Network + Certification or demonstrated equivalent.



Listed salary ranges may vary based on experience, qualifications, and local market. Also, some positions may include bonuses or other incentives.



Stefanini takes pride in hiring top talent and developing relationships with our future employees. Our talent acquisition teams will never make an offer of employment without having a phone conversation with you. Those face-to-face conversations will involve a description of the job for which you have applied. We also speak with you about the process, including interviews and job offers.



About Stefanini Group

The Stefanini Group is a global provider of offshore, onshore, and near shore outsourcing, IT digital consulting, systems integration, application, and strategic staffing services to Fortune 1000 enterprises around the world. Our presence is in countries like the Americas, Europe, Africa, and Asia, and more than four hundred clients across a broad spectrum of markets, including financial services, manufacturing, telecommunications, chemical services, technology, public sector, and utilities. Stefanini is a CMM level 5, IT consulting company with a global presence. We are CMM Level 5 company.



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