Service Desk Technician at TEKsystems

Description

Summary

TEKsystems is seeking a Service Desk Technician for one of our clients based in Frankfort, KY. The candidate will provide Tier 1 and 2 technical support and handles a wide variety of calls and emails in its efforts to support multiple agencies. Due to consistently high call volumes and recent/upcoming projects, this client is looking to add additional staff members who will be able to function well within what is at times a high volume and, sometimes, high stress environment. The following is an example of the personal and professional traits, which would need to be associated with the new staff members:

• 1 year of IT experience as a Help desk or Desktop Support technician with experience providing desktop support duties and troubleshooting skills. Excellent customer service skills.

• Perfect Attendance is required for this position

• Customer services skills and temperament

o No foul, abrasive or condescending language used over the phone.

o No argumentative demeanor

o Takes ownership, not defensive about blame.

o Empathetic

o Patient with upset and/or angry customers.

o Good Communication Skills

o Problem solver (troubleshooting skills)

o Critical thinker

o Trainable

o Self-starting and Initiative

o Able to simplify explanations so that the customer understands.

The following are examples of the competency items which we would “Like” to see in this individual as well.

• Experience in customer service-oriented workplace

• IT experience and knowledge in the following.

o Desktop Support (Onsite and remote)

o Windows 7 and 10 Operating System.

o Mapping network drives

o Global Protect support

o General NAS knowledge

o Office Suite (particularly Outlook 2013 or higher)

o Application knowledge (adobe, java, etc.)

o Preferred ServiceNow Ticketing System experience and knowledge base writing.

• Experience in phone center and/or helpdesk work

• Experience working in a lively and ever-changing environment (adaptability)

• Experience working with, and as an active part of, a lively team (team player)

• Multi-tasking ability

• Documentation skills (clear, concise)

• Experience with Active Directory (our most used tool to reset passwords)

• Experience with remote support or desktop support

This is a long term, stable position with the TEKsystems and it includes our internal premium benefits plan through BC/BS.

Skills

Outlook, Exchange, Windows 7, Windows 10, Active Directory, Troubleshooting, Heat, A+, Customer support, Call Center, Helpdesk Troubleshooting, O365, Support, Phone Support, ServiceNow, Printers, Hardware, Technical Support, Customer Service, Office 365, Software Support, Help Desk Support, Service Desk, Troubleshooting, Ticketing System, Desktop, Password Resets, Microsoft Office, Application Support, Remote Support, Hardware Support

Additional Skills & Qualifications

Excellent customer service skills and communication skills are essential. Interpersonal skills, attitude, and work ethic are more important than technical experience.

A candidate who is entry-level will be strongly considered as the leadership realizes this might be their best option.

Business Hours:

Monday-Friday 6:30a.m.-6:00 pm

Saturday 7:30 am – 1:00 pm

Position Hours:

Monday-Friday 9:00 am – 6:00 pm. Some Saturdays are required.

Once trained up, there will be a hybrid schedule - alternating one week on site, one week remote.

Experience Level

Intermediate Level

Pay and Benefits

The pay range for this position is $19.00 - $22.00

• 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 Frankfort,KY.

Application Deadline

This position will be accepting applications until Dec 20, 2024.

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.