Help Desk Analyst :: Dover, DE (Hybrid)

Help Desk Analyst - Dover, DEContract Duration: 3+ Months (Hybrid)Role Description:This is an elevated Tier 1 Service Desk role focused on providing 95% phone support for internal and external customers.Process inbound calls, emails, and tickets.Coordinate with vendors to support field locations with outages and telecom issues.Perform basic troubleshooting of network connectivity, infrastructure, and device issues.Conduct basic troubleshooting of LAN/WAN issues.Remote troubleshooting of desktop issues.Document and escalate incident tickets using our Service Delivery Tool (Service Now).Respond proactively to time-sensitive issues.Execute Service Desk contact, problem, incident, and request management policies and procedures.Diagnose, troubleshoot, and track computer-related incidents.Escalate problems to designated level 2 and level 3 support as needed.Report incident status and system outages to customers, technical staff, and management.Required Skills:Troubleshoot, resolve, document, and escalate tickets as necessary.Excellent communication and customer service skills.Resolve and manage issues over the phone or via remote tools.Preferred Skills:A+ Certification and Network Certification.