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Help Desk Analyst

Phoenix Technology Partners, LLC

This is a Full-time position in Wilmington, DE posted May 20, 2021.

The primary role for Level 1 support technician is to be the front line of support for the Helpdesk to trouble shoot and resolve a majority of desktop related issues that are escalated from internal users or other internal support desks. These types of issues include but are not limited to password resets, account unlocks, kill sessions, printer restarts, VPN error messages, MS Outlook, device OS issues, website connectivity and other windows or proprietary logon issues. If a resolution cannot be obtained over the phone or with minimal remote control access, then technician will be required to escalate to the proper group for additional support. DUTIES Troubleshoot and resolve basic to moderate issues related to technical difficulties with hardware, software, connectivity, and network as well as branch hardware over the phone or with remote control access using the TeamViewer tool. Perform light system administration with Microsoft Active Directory including password resetsunlocks. Document all phone calls to Helpdesk via ticket system and ensure proper information from end user is obtained Assignescalate tickets to Level 2 and other internal support departments based on ticket criteria and resolution method. Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process. Identify, research, track and resolve technical problems in a timely manner Ability to create concise knowledge documents based on the resolutions provided over the phone to end users for future reference Maintain a trending list of repetitive issues to be brought to Management for attention Respond and answer telephone calls, email and personnel requests for technical support Available to work or be on call during non-business hours, weekends and holidays as required

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