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Technical Support Analyst

2 months ago

Franklin WI, United States TEKsystems Careers Full time

Job Description: Technical Support Analyst - Remote *Position Summary:* As a Technical Support Analyst, you will provide essential technical support within our contact center. Your responsibilities will include troubleshooting remote hardware, custom and commercial software, and connectivity issues. Support is delivered via phone and chat interactions using remote access software. You will assist with Windows 10/11, Office 365, laptops, desktops, printers, mobile devices, and various in-house, commercial, and mobile applications.

  • Key Responsibilities:*
  • Serve as the single point of contact for technical issues, requests, and questions for over 20,000 supported staff.
  • Handle an average of 25 interactions per day.
  • Troubleshoot and resolve issues related to Windows 10/11, Office 365, and various hardware and software.
  • Utilize remote access software to provide support.
  • Maintain high standards of customer service and quality.
  • Adhere to Key Performance Indicators, including attendance, first contact resolution, and customer satisfaction.
  • Required Skills:*
  • Proficiency in MS Office and Windows.
  • Strong customer service and troubleshooting skills.
  • Experience with help desk support, Active Directory, and Office 365.
  • Familiarity with ServiceNow, Zendesk, and other support tools.
  • Knowledge of general networking concepts.
  • Excellent typing skills (WPM).
  • Experience in phone and chat IT support.
  • Top Skills:*
  • General Windows Knowledge/Troubleshooting
  • MS Office Troubleshooting
  • General Networking Knowledge
  • Great Typing Skills (WPM)
  • Phone/Chat IT Support Experience
o 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) 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.