Job description

Job Summary:
DT Professional Services is seeking a full time Help Desk Analyst to join our team in a remote capacity! The Help Desk Analyst will provide phone, chat and web support for business and IT customers resolving technical issues and service requests. You will record problem symptoms and information for escalation of the more complex problems to higher level support, while maintaining knowledge of relevant products and service offerings to provide accurate solutions. This role is currently 100% virtual, & subject to change.

Responsibilities:

Provides basic service desk support for issues and service requests related to hardware, software, network/mainframe connectivity and application support within an enterprise support team.
Acts as a representative of technical services to customers. Initiates, escalates, and resolves incidents and/ or service requests.
Conducts timely 1st level problem determination for incidents using documented procedures.
Acquires and maintains up-to-date knowledge of relevant product/service offerings and support procedures to provide technically accurate solutions to customers.
Must be able to provide clear, concise, information through written and verbal communications. Accurately documents issues, steps taken, and results following quality guidelines.
Creates a positive customer experience in every interaction.

Basic Qualifications:

High school diploma or equivalent is required. Equivalent relevant business experience or certifications will be considered
1+ year of technical experience in an enterprise support environment or equivalent education/technical certifications
Flexibility to work within 18x7x365 support team

Preferred Qualifications:

Bachelor’s degree preferred
Remote support (enterprise) experience preferred
Contact Center experience preferred
Preferred experience with CompTIA A+, Network+, Microsoft Desktop Professional, ServiceNow, Device Manager and Active Directory

The compensation range for this position: $20/hour - $23/hour.

More about DT Professional Services:

We’re looking for driven individuals to contribute to our talented & innovative team! At DT Professional Services, we offer insurance benefits that include medical, dental, and vision coverage, life insurance, long & short-term disability, 401(k) retirement plans (with employer match), tuition & certificate reimbursement, along with paid time off (vacation/sick/holidays). We are happy to to offer growth opportunities for you to grow in your career - your success is our success!

DT Professional Services is an SBA 8(a) and HUBZone certified Small Business; highly experienced in building award-winning custom software solutions. Established in 2013, we bring over a decade of experience delivering technology services and solutions that specialize in web & custom application development, project & program management, mobile & cloud computing services.

Our Mission is to provide cutting-edge, customer-oriented technology solutions that maximize value, drive engagement, and empower your business. We do this by employing talented & driven individuals who share the same goals and excitement for the work we do. DT Professional Services believes in fostering collaboration, career growth and building lasting relationships with our employees.

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