Job Seekers, Please send resumes to resumes@hireitpeople.com Int. type - Both Phone and In Person.
Short Description:  This is an elevated Service Desk role that is 95% phone support for internal and external customers. Communication/Soft Skills and Professionalism are of the utmost importance; our customers are frequently senior government officials. 
Complete Description:  The primary function of this position is to resolve and/or manage issues over the phone.  
This position is a first shift position but the candidate needs to be willing to work multiple shifts as needed.
This position will be based in New Castle, DE, but could require occasional travel to 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.
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.

SkillRequired / DesiredAmountof ExperiencePrior experience working in a technical phone support roleRequired2YearsPrior experience with the diagnosis, troubleshooting and tracking of computer-related incidents.Required2YearsPrior experience providing hands-on PC and peripheral equipment troubleshooting, repair and installation support.Required1YearsPrior experience escalating problems and incidents to designated level 2 and level 3 help desk support entitiesRequired1YearsPrior work interfacing with outside vendors to assist in team/and customer support for field locations related to outages and telecom issuesRequired1YearsPrior experience in a role that requires customer centric focus coupled with problem solving abilitiesRequired1YearsPrior experience working with a service ticketing toolRequired1YearsTroubleshooting of Basic LAN/WAN issuesHighly desired1YearsPrior experience in working multiple shiftsDesired1YearsPrior experience with ServiceNowDesired1YearsVery strong verbal and written communication skillsRequired  Very strong customer service skillsRequired