Technical Support Specialist

1 month ago

Quakertown PA United States TEKsystems Full time

Description:

Kavo Kerr is a managed service provider for dentists office around the nation. The software they support is called Dexis.

On a day to day basis this team take 15-18 incoming calls and several email tickets. These calls will last anywhere from 10 mins to 3 hours. As of Monday September 10th their new ticketing system, Microsoft Dynamics, has gone live. Someone that has exposure to this would be great but not necessary since the whole team is learning it anyways. While 99% of this person's day is spent on the phone the goal of these calls is to resolve the issue remotely and on the first call. With that being said they utilize Bomgar to remote into computers and determine the issue.

Some examples of issues :

SOFTWARE - the PC is not connecting to the database (either local or on the server)

HARDWARE - machine is not configured to the correct voltage coming from the wall

These consultants will go through a 4-6 week training class to learn all of this but prior knowledge will set them apart of other candidates.

Description:

Summary

Provides first level phone support for all US Dental Platform locations. Ensures that all Phone support calls are logged, resolved, or are forwarded to the proper group for resolution. Responsible for desktop configurations and imaging, providing ongoing system updates and maintenance of these systems. LAN/WAN network troubleshooting, and vendor coordination. This person will be responsible for assisting the Information Technology group with maintaining Enterprise backups (e.g., Commvault) and supporting numerous other third party applications (e.g., Microsoft Dynamics, SAP Oracle, Remedy, etc). Provides IT purchasing services; tracks purchase requisitions and orders for all US Dental Platform locations from initial request through final delivery of products. Monitors the pricing and invoicing of merchandise to ensure proper payment and cost savings.

Essential Duties and Responsibilities

• Takes users issues and requests via phone, email, and Ticketing System. Log the issuesequests into the Help Desk Tracking System then either resolves or escalates to the appropriate resource.

• First level troubleshooting of laptops, desktops, servers, network related or attached systems.

• Recommends or performs minor remedial actions to correct problems.

• Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication.

• Replaces defective or inadequate software packages.

• Maintain Active directory user account and security consistency.

• Service internal and external customers cost effectively; log and track customer support requests

• Escalate and redirect Help Desk Incidents to the appropriate technical resources

• Install, troubleshoot, and repair PC hardware and Operating Systems. Troubleshoot MS and Enterprise software application issues.

• Provide support for LAN, remote (VPN, RDP, Citrix) access, and resolve basic Email connectivity issues.

• Installation and maintenance of Windows based PC/Laptops in an enterprise environment.

• Troubleshooting, configuring of desktop components, and assisting with physical installations of Desktops, Laptops, and Thin clients.

• Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems.

• Installing software patches as needed and eradicating spyware/viruses.

• Setup and troubleshooting of print servers and queues.

• Assists with upgrade implementations, application support, and network infrastructure expansions.

• Performs preventive maintenance and repairs.

• Performs other duties as assigned.

Skills:

software, application support, Active directory, Windows, customer service oriented, Ticketing system, Technical support, Customer service, Help desk, Help desk support, Troubleshooting, Support, Call center, Office 365, Hardware, Application support, Service desk

Top Skills Details:

software, application support, Active directory, Windows, customer service oriented, Ticketing system

Additional Skills & Qualifications:

Customer Service ; these managers will ask someone questions about irate users so compassion is important but more importantly they will ask someone to explain something extremely technical is 3 grade terms. This is how CS is defined on this 3D team.

Qualifications

REQUIREMENTS:

- Associate's degree (A. A.) or equivalent from two-year College or technical school; or one to two years related experience and/or training; or equivalent combination of education and experience.

PREFERRED SKILLS/EXPERIENCE:

- Knowledge of computer hardware and software (A+ Certification is great, but any training program or internship is a plus as well)

- Ability to troubleshoot and correct a wide array of IT user problems

- Ability to receive and utilize training proficiently to implement in the work environment

- Working knowledge of Cisco/Avaya phone systems desired but not required

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

HYBRID SCHEDULE:

  • 3 days onsite and 2 days remote

Experience Level:

Entry 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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