Service Desk Technician

1 month ago

Raleigh, United States TEKsystems Full time

*Description:*
Senior BT Technicians play a critical role in supporting the productivity and success of our company's internal users by providing timely technical support and troubleshooting for the organization's end-user hardware and software. They act as subject matter experts, resolve complex IT issues and ensure the smooth operation of the company's technology systems.
Primary Responsibilities:
Senior BT Technicians act as customer advocates by owning end-user trouble tickets and requests they receive until they are concluded. They sometimes act as intermediaries between their customers and BT staff or third-party support to deliver efficient and effective solutions to end-users. To meet Service Level Agreements (SLAs), Senior BT Technicians must be able to close tickets and respond to user requests, questions, and comments promptly using the Zendesk ticketing system. Managing and resolving issues efficiently is essential to maintaining the organization's high customer service and support standards.
A Senior BT Technician must be able to do the following:
* Troubleshoot and resolve IT issues in person, via phone, or remotely.
* Install, diagnose, repair, maintain, and upgrade hardware and software for end-users.
* Assist with printer and conference room system maintenance and support.
* Set up workstations with computers and necessary peripheral devices.
* Work on project teams to assist with complex BT projects.
* Fill hardware and software requests.
* Manage check-out hardware.
* Maintain computer-related supplies.
* Travel to other offices as required.
* Perform limited system maintenance and administrative tasks under the direction of Systems Administrators.
* Provide support to systems administrators, developers, database administrators, and BT production staff.
In addition to the responsibilities above, Senior BT Technicians have individually assigned roles and responsibilities, which may include maintaining standards for end-user equipment and configuration, conference room configuration and management, print server configuration and management, or non-privileged user account creation and management.
*Skills:*
Help desk support, Troubleshooting, Service desk, Windows 10, Office 365, Customer service, Active directory, zendesk
*Top Skills Details:*
Help desk support,Troubleshooting,Service desk,Windows 10,Office 365,Customer service,Active directory
*Additional Skills & Qualifications:*
The Senior BT Technician role demands a solid technical background, preferably in an enterprise environment, excellent problem-solving skills, and a customer service orientation to ensure the efficient and reliable operation of the organization's technology infrastructure. To be a Senior BT Technician, you must have the following qualifications:
* Proven experience as a Desktop Support Technician or similar IT support role, with a minimum of 5 years of experience.
* Proficiency in analyzing technical issues and providing practical solutions.
* Strong knowledge of Windows operating systems, Microsoft 365, and Active Directory.
* Excellent communication skills to interact with users at all levels.
* High school diploma or equivalent.
* Valid driver's license.
* Ability to travel, including overnight stays, to support the company's needs as required.
Though not required, the following qualifications are helpful for consideration.
* Certification in IT support or a relevant technical field, such as CompTIA A+ certification, CompTIA Network+ certification, or Microsoft 365 Certified Modern Desktop Administrator Associate.
* Associate's degree in computer science or computer technology.
* Familiarity with Microsoft Teams conference room systems.
*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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