Service Desk Analyst - TEKsystems

Description

Position Overview: We are seeking a dedicated IT Support Specialist responsible for providing comprehensive support for computer software and hardware to customers and end-users. This role involves processing incidents and service requests through deskside visits, remote support, and telephone assistance. The IT Support Specialist will assess, prioritize, document, and actively resolve customer requests and issues using a variety of environment-specific tools. This position offers an excellent entry point to learn about the Business and IT environment, with strong performance opening opportunities across the entire IT organization.

Key Responsibilities:

• Provide technical support to internal customers through walk-in, phone, and self-service contacts to the Service Desk.
• Resolve tickets related to Microsoft Office 365 products, provide training, and offer best practice solutions.
• Resolve tickets regarding company-issued hardware including laptops, Chromebooks, thin-clients, monitors, iPads, multi-function printers, conference room presentation equipment, telephones, and hotspots.
• Gather information regarding problems that cannot be resolved by the Service Desk Technician I’s. Cross-train and provide backup to other members of the Service Desk team.
• Serve as a single point of contact for end-users, representing the department, and providing communications to the organization.
• Create documentation to support procedures within the department and to train users.
• Assess and maintain equipment needs for all users.
• Maintain our conference room technology including testing, updates, troubleshooting, and identifying new technology needs.
• Provision new users, equipment, and onboard new users to ensure they have the best first day experience.

Skills and Qualifications:

• 1-2 years of IT support experience.
• Experience with ticketing systems.
• Familiarity with imaging, MAC/Jamf, Active Directory/Provisioning, and password resets.
• Hardware/software troubleshooting experience.
• Ability to set up and cable new equipment.
• Strong customer service-focused attitude.

Technical Skills:

• Password Reset, Windows 7, Windows 10, help desk support, service desk, customer service, ticketing system, Microsoft Office, imaging, MAC, provisioning, deployment, technical support, Office 365, Outlook, troubleshooting, Active Directory, hardware, O365, VPN, mobile devices.

Additional Skills & Qualifications:

• Active Directory experience.
• Printer troubleshooting.

Work Allocation:

• 50% of the time taking service tickets and providing quality troubleshooting via phone, remote support, and chat.
• 50% of the time allocated to varying project work.

Pay and Benefits

The pay range for this position is $18.00 - $21.00

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a fully onsite position in Neenah,WI.

Application Deadline

This position will be accepting applications until Jan 31, 2025.

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.