Help Desk Support Technician

3 weeks ago

Olathe KS United States TEKsystems Full time

Description:

Client is looking for a help desk support technician to add to their service desk. The help desk technician is the first line of support for the service desk and is responsible for first call resolution and appropriate escalation of tickets that can not be resolved at the help desk level. Ideal candidates will need to have experience with diagnosing, trouble-shooting and documenting issues related to password resets, software & hardware, Active Directory and MS Office 365. Since the help desk technician is working directly with end users they will need to have great customer service and verbal communication. Managers are also looking for a team player and someone who is ambitious to learn technology.

Ideally looking for Techs with at least 3-6 months of professional IT experience with another company. Still open to more entry level candidates if they have good certifications and schooling experience.

M-F - Shift are either 6am-3pm, 7am-4pm, 8am-5pm, 9am-6pm or 10am-7pm - Have to be open to all shifts

On site for training for 4-5 weeks then will move to hybrid model (Monday on site, Rest of the week remote)

Essential Role and Responsibilities:

•Respond proactively to telephone calls and emails sent to the Help Desk system as the first level of assistance.

•Open and/or close work orders (via Help Desk software) on each call received.

•Escalate problems and requests as necessary to ensure positive resolution.

•Conduct research on relatively simple issues and escalates issues that cannot be resolved in fifteen minutes to either a more experienced Help Desk level or level two support.

•Create, modify and/or delete user accounts per client policy and update appropriate documentation (e.g. account termination spreadsheet).

•Guide end users through troubleshooting procedures to restore technical service

•Re-image workstations and laptops (using current image software) when required.

•Accurately document user issues and troubleshooting steps, test results and resolution information within incidents and service requests

•Maintain an increasing level of proficiency in hardware, software, networking and other technologies supported by the IT Dept.

•Participate in company technology projects as needed.

•Maintain an accurate, timely record of hours spent on Work Orders and projects in time and accounting systems.

•Follow safety rules, guidelines and standards for all projects. Participate in pre-task planning. Report any safety issues or concerns to management.

•Be responsible for maintaining quality standards on all projects.

Skills:

Windows Operating Systems, Windows 10, Troubleshooting Software, Active Directory, Office 365, Support, Help desk, Technical support, Customer service, Helpdesk troubleshooting, Outlook, servicenow

Top Skills Details:

Windows Operating Systems,Windows 10,Troubleshooting Software,Active Directory,Office 365

Additional Skills & Qualifications:

•Up to one year help desk related experience or schooling/certifications - Great opportunity to get your foot in the door in IT after technical training

•Associate’s degree in Information Systems or related field preferred.

•Experience with Microsoft operating systems at the level used in the corporation as well as desktop and laptop hardware.

- Very organized and strong multi-tasking skills – This is useful since client has a good amount of work and constantly have things going on.

- Strong willingness to learn – This can be shown by going to school and/or obtaining certs.

- Good customer service mindset in her answers.

- Good problem solving skills before escalating tickets

Experience Level:

Entry Level

  • 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.

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