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Help Desk Analyst/Service Delivery Manager


The Help Desk Analyst/Service Delivery Manager interacts with our national customers and provides data and telecommunication technical assistance, guidance and management to our field technicians across the country. The ideal candidate will be technically competent, customer service oriented and be capable of crafting technical solutions to help solve our customers' challenges.


  • Respond to requests for technical assistance via phone, email or sometimes in-person 
  • Troubleshoot and diagnose technical issues and recommend appropriate solutions and actions
  • Follow a standard set of procedures when responding to customer requests or inquiries
  • Quickly conduct research on issues and questions using available information resources (manuals, Internet, etc)
  • Readily seek out subject matter experts in order to resolve issues
  • Keep a detailed log of all service activity
  • Assess the technical competency of current and prospective field technicians
  • Develop technical documentation to provide field technicians with instructions and/or procedures that support the installation or repair of customers systems
  • Assign the technical resources required to provide prompt and effective services 
  • Constantly learn new technologies and systems
  • Redirect problems to appropriate resource
  • Identify and escalate situations requiring urgent attention.


  • High School graduate (some college a plus)
  • A minimum of one year experience in any of the following:
    • technical support role
    • troubleshooting, repairing and or installing technology (including telphone systems)
    • field IT and telephone work
    • Help Desk or Desktop support
  • A+/Server + (or equivalent experience)

Technical Competencies

  • Structured cable systems
  • Network monitoring systems
  • Knowledge management systems
  • Microsoft Office, Visio, Crystal Reports, Adobe Acrobat
  • IT network
  • VOIP telephony
  • PC imaging

Additional experience and attributes:

  • Oral and written communication skills
  • Learning skills
  • Customer service orientation
  • Problem-solving
  • Adaptability
  • Planning and organizing
  • Attention to detail
  • Stress tolerance



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