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IT Support Technician

4 months ago

Lynnwood, United States TEKsystems Full time

Description: Under supervision, the IT Support Technician provides the first line of technical support to internal associates by responding to and addressing issues that are reported. The technician documents, troubleshoots, and research every issue to ensure support levels are maintained. This role is focused on customer experience and completing all customer requests to the resolution stage. At every step, the IT Support Technician’s primary focus is on driving a positive interaction and effective support. Role: 60% Service Desk 40% Local office desktop support and projects (May vary according to needs.) Hours: M-F 8a to 5p PT – 1 hour lunch On call: Required. 1 week on, 7 weeks off. Stipend of $225 for the week to be on call plus time handling events (typically this yields overtime) Principle Duties and Responsibilities Serve as the first point of contact for IT support and assist with internal associates technical needs. Properly document all work performed during support calls and perform proper escalation procedures, as needed. Operate within defined standards and service level agreements. Maintain timely and concise communication with customers. Perform tasks on special projects and duties. Perform on call responsibilities as a part of a weekly team rotation (approximately every 6 weeks) Skills: help desk support, desktop, help desk, windows 10, support, troubleshooting, customer service, active directory, service desk, technical support, phone support, office 365, ticketing system, password reset Top Skills Details: help desk support, desktop, help desk, windows 10,support,troubleshooting,customer service, active directory, service desk, technical support, phone support, office 365,ticketing system, password reset Additional Skills & Qualifications: Knowledge, Skills, and Competencies Knowledge of: • A wide variety of technologies to effectively support end-user technical needs including computing devices, operating systems, network technologies, printers and peripherals, and a variety of software applications (desktop, client-server, browser-based, etc.). • Microsoft Windows operating systems and applications • Active Directory Infrastructure • Endpoint network protocols and troubleshooting techniques • Principles of troubleshooting and analysis. • Working within an ITSM system, guided by ITIL principles and methods. Skills in: • Methods and techniques used in the installation, troubleshooting, problem resolution and maintenance of information systems hardware and software. • Identifying trends and making suggestions for technical modifications to resolve existing and future problems. Ability to: • Provide a superior customer experience while supporting a variety of users with divergent needs and skill levels. • Translate user needs into viable solutions. • Work independently and as part of a project or incident team. • Manage time effectively through dynamically evolving priorities and needs. • Work collaboratively to make decisions and respond to urgent situations. • Communicate and convey technical and complex information in simple terms, both verbal and written, to customers and other analysts. Communications should be timely and routine. • Accurately troubleshoot and diagnose technology issues in a complex networked environment. • Independently maintain knowledge and acumen on current and evolving technologies and skills. 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.