Help Desk Analyst

Job Summary:
DT Professional Services is seeking a Help Desk Analyst in a remote capacity! The ideal candidate will provide phone and chat support for business and IT customers technical problems and service requests; record problem symptoms and information for escalation of the more complex problems to higher level support; maintain knowledge of relevant products and service offerings to provide accurate solutions; act as representative of technical services to its customers. Candidates must be local to one of the following locations:

• Warwick (RI)
• Kansas City (KS)
• Oklahoma City (OK)
• Wilmington (DE)
• Cleveland (OH)
• Lake Mary (FL)
• Phoenix (AZ)

Responsibilities:

• Provides basic Help Desk support for problems and service requests related to hardware, software, network/mainframe connectivity and application support within a 24x7x365 support team
• Acts as representative of technical services to its customers
• Initiates, escalates, or resolves problem tickets and/ or service requests
• Troubleshoots and resolves technical problems, escalates to support resources
• Facilitates closure to problem ticket/ service requests while meeting or exceeding defined service level expectations
• Conducts timely 1st level problem determination for incidents using documented procedures, and accurately documenting the issues using the appropriate toll(s)
• Ensures customer satisfaction by responding to Service Requests through approved channels to the Help Desk in a timely, accurate, and professional manner
• Records problem symptoms and status information in a timely/accurate fashion using the appropriate tools in order to communicate with and properly utilize 2nd and 3rd level support resources
• Acquires and maintains current knowledge of relevant product/service offerings and support policies to provide technically accurate solutions to customers
• Must be able to provide clear, concise, information through written and verbal communications

Basic Qualifications:

• High school diploma or equivalent
• Recent college grads (Bachelor's degree in Business or Computer Sciences fields attained within past 24 months) looking to pursue an IT career may be considered in lieu of work experience
• 1 year of technical Help Desk call center experience in an enterprise environment
• Flexibility to work within 24x7x365 support team
• 40 WPM Typing

• Bachelor’s degree (Business or Computer Sciences)
• Remote support experience

Schedule:

• Initially schedules will center around 8:00am-4:45pm CST Monday-Friday throughout the training period (4-8 weeks)
• After training is completed, individual schedules will vary as we are a 24x7x365 operation
• Schedules are determined through a shift bid conducted twice per year
• Schedules determined through the shift bid should remain effective for 6 months
• Candidates applying for this position should consider all possible outcomes

The compensation range for this position: $18.50 - $20.00 hourly

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