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2nd/3rd Shift Technical Support Analyst

2 months ago

Franklin WI United States TEKsystems Full time

Description:

We are currently looking to fill the position of a Technical Support Analyst. Technicians in this role will be responsible for providing technical support in a contact center. This includes troubleshooting remote hardware, custom and commercial software, and connectivity issues. Support will be provided through phone and chat interactions using remote access software. The scope of support will encompass Windows 10/11, Office 365, laptops, desktops, printers, mobile devices, and a variety of in-house, commercial, and mobile applications.

The successful candidate will handle an average of 25 interactions as the primary point of contact for technical issues, requests, and questions for over 20,000 supported staff members. Key Performance Indicators will be used to measure success, including adherence to schedule (particularly attendance), first contact resolution, quality, and customer service. Candidates should anticipate spending nearly 100% of their shifts interacting with customers.

Skills required for this role include proficiency in MS Office, Windows, customer service, troubleshooting, help desk support, Active Directory, Office 365, ServiceNow, Zendesk, Windows 10, phone support, service desk, Event Viewer, and Task Manager.

The ideal candidate will have knowledge in computer and mobile device hardware and software troubleshooting, as well as proficiency in using software support tools. They should demonstrate strong customer service skills both internally and externally, verbally and in writing, while maintaining a professional image that aligns with the vision of future service. The ability to provide multi-channel support in a rapidly changing tech landscape is also important.

Additionally, the candidate should be able to address concerns while engaging and informing clients about the technology environment and provide ideas for enhancing the client experience. Strong verbal and written communication skills, the ability to quickly build rapport, and a distinctive client experience are essential. Analytical skills, problem-solving abilities, initiative, motivation, and willingness to share feedback for process improvement are also important. Finally, keen attention to detail, clear and understandable ticket documentation, and the ability to adapt to changing business needs are necessary qualities for success in this role.

Skills:

1. MS Office, Windows, Customer Service, Troubleshooting, Help Desk support, Active Directory, Helpdesk Troubleshooting, Office 365, ServiceNow, Zendesk, Windows 10, Phone Support, Service Desk, Event Viewer, Task Manager

Benefits Information:

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.