Job Listing Information
- 26-May-2026 to 09-Jun-2026 (UTC)
- Dover, DE, USA
- Full Time
- Long Term Contract Length
- 37.5 Weekly Hours
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.
Required Skills
- 3 years of Help Desk experience (Tier 1)