IT Helpdesk HYBRID LOCAL - TEKsystems

Description:

We are currently

seeking an enthusiastic and energetic IT Support Desk to join our team. The

candidate must have a broad knowledge of computer software, hardware and

networks. They will aid in resolving a wide range of issues and should be

comfortable and confident in basic problem-solving skills.

S/He will be the

first level of technical support when our customers reach out for help. As

such, it is imperative that the candidate is both technically inclined as well

as a patient and engaging individual. Personality is important – the ability to

have a casual and non-technical discussion to better understand the problem and

diffuse customer frustrations is a must.

Help Desk Responsibilities -experience within all

of these job duties not required

Please apply to this

position if you have experience within any of these job duties. As we may have

other openings specifically for you.

• Troubleshoot problems reported by users and analyze and isolate issues

• Make recommendations for resolving issues in a calm and methodical manner

• Monitor ticketing system service boards, inbound email and receive inbound phone calls.

• Act upon requests and notifications following defined procedures which vary by client.

• Self-manage assigned tasks in accordance to Service Desk guidelines.

• Create and manage workflow incidents within approved ticket and monitoring solutions.

• Assist in supporting servers, laptop and desktop computers, printers, routers, switches,

firewalls, phones, mobile phones, software deployment, security updates and

patches

• Bachelor degree in Computer Sciences, Technology or relevant experience

• Specific experience in various Windows PC Operating Systems

• Including Active Directory, DNS, DHCP and Group Policies

• Cisco and CompTIA certifications is a plus

Additional Skills & Qualifications:

• Clear and concise

verbal and written communication is a must

• Methodical

problem-solving skills is a must

• Calm and engaging

interpersonal skills is a must

Skills:

Support, Troubleshooting, Customer service, Help desk support, Windows 10, Office 365

Top Skills Details:

Support, Troubleshooting, Customer service

Additional Skills & Qualifications:

• Evaluate and prioritize support requests via phone, voicemail, email and via internal requests

• Analyze issue with on-site staff to determine the scope of the issue and customers’ attempts for resolution

• Review available resources (knowledge base, manuals, team members, online resources) to determine the best path(s) for resolution

• Remotely access customer systems as necessary to perform diagnostics

• Provide guidance for basic system operation questions

• Assist customers with firmware and software updates as needed

• Assist installation teams remotely with installations due to hardware/software issues

• Staging of replacement servers and clients in-house for remote installation

• Document customer issue, resolution steps, and final resolution in ticket tracking system

• Work with technicians to evaluate issues for escalation that cannot be resolved using standard troubleshooting

• Work with technicians to create documentation for the database

Experience Level:

Intermediate Level

About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.