Job summary: Title: Help Desk Analyst - Mostly Remote Location: New Castle, DE, USA Length and terms: Long term - W2 or C2C Position created on 02/05/2025 03:58 pm Job description: Interview: One phone call and one Teams meeting **** Very Long term contract Usually the project goes for 4+ years with this customer *** 37 hours per week *** *** Mostly Remote *** 1 day a week (WED) – Orientation and initial training will require them to be onsite (est. 1 week) Role 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 en Required Skill: + 1 Year Helpdesk Experience (Providing IT Support over the phone) Contact the recruiter working on this position: The recruiter working on this position is MANOJ Kumar Akkapelly(Raghu Team) His/her contact number is His/her contact email is manojk@msysinc.com Our recruiters will be more than happy to help you to get this contract.