Sr. IT Support Specialist
3 months ago
Description:
This is an onsite role supporting local and remote employees
Install, diagnose, repair, maintain and upgrade all PC hardware and equipment to ensure optimal workstation performance
SME for areas deemed critical by the Regional Manager, provides technical guidance to all parties.
Troubleshoot problem areas in a timely and accurate fashion, and provide end-user assistance where required
Remotely Troubleshoot incidents using technical and investigative procedures to provide a resolution for end users
Evaluates decisions through the eyes of the customer; builds strong customer relationships and creates processes with customer viewpoint
Follow up on outstanding incidents/requests to provide better customer satisfaction
Provide walk-thru customer first service, interact with our end user base
Collaborates with others to solve problems and actively incorporates input from various sources; has experience escalating to teams outside of Tech Support Services
Complete ticket logging/classification/categorization correctly and efficiently
Train users and communicate on how to use technology equipment and provide process documentation providing the best customer service
Maintain appropriate stockroom level by adhering to procurement and asset inventory process
Act as escalation point for any IT related issues
Demonstrate strong IT trouble shooting and technical skills related to end user computing (PCs, MACs, Smartphones, Windows, Microsoft apps etc.) and networking
Strong Customer Service, collaboration and communication skills
Technical Knowledge of Audio Visual and Conference technology a big plus
Working knowledge of Service Management (ITIL) and use of Service Now
Disciplined approach to following operational processes
Provide first-level on-site deskside IT support of customers' software, operating system and hardware requests. Investigate, research, and resolve moderately complex issues.
Respond to requests and document tickets in Service Now following Centene's policy and procedures.
Perform software installations, upgrades, and configure customer-specific software.
Review team's current processes and recommend process improvements.
Document installation guides and workflow processes. Collaborate with Information Technology teams to update workflow processes impacting multiple teams.
Train users and communicate policies and standards to improve software performance and customer service.
Act as a technical resource for Information Technology support coordinators.
Serve as contact in providing on-site customer service and moderately complex technical support to internal partners and vendors.
Deskside services – image computers, prep computers, manage, distribute, and collect inventory (need organization skills), work with Dell on damaged equipment, etc.
Support people
Metrics: timeframes to complete, timeframe to pick up tickets/request tickets
Job Description
• Great customer service and communications including Executive support
• IT End user compute troubleshooting (Windows/MAC, PC Hardware, Audio Video/ Conference rooms/ Printers/ Smartphones + Telephony/Networking
• Operational Discipline : Follow Processes , working knowledge of Service Now for Incident/Request and Asset Management would be a plus
• Highly motivated , self-reliant and great team player. Some of these roles will have a remote Centene manager.
Skills:
servicenow, hardware/software, customer service oriented, windows 10, Cisco VPN, MS office, a+ certification, Inventory Management
Top Skills Details:
servicenow,hardware/software,customer service oriented,windows 10,Cisco VPN,MS office
Additional Skills & Qualifications:
Education/Experience:
High school diploma or equivalent. Bachelor's degree in Computer Science, MIS, or related field preferred. 5+ years of technical support experience. Knowledge of Windows operating systems required and ServiceNow experience a plus.
Experience Level:
Expert 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.
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