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Helpdesk Support Technician

2 months ago

Hartselle, United States TEKsystems Full time

Top Skills' Details

• 2-5 years’ experience in service desk or desktop role providing technical and hardware support to end users for laptops, tablets, and phones

• Experience working with a ticketing system and working tickets through a process (using ConnectWise but not required)

• Excellent communication and customer service skills (can be verified through our initial screening and validated through references)

Description:

The purpose of the IT deskside services technician role is to provide high-quality technical support to end-users within the organization. The technician will be responsible for troubleshooting and resolving hardware and software issues, providing technical assistance for network connectivity, and ensuring that all IT systems are functioning efficiently. Additionally, the technician will be responsible for installing, configuring, and maintaining hardware and software systems and providing training and support to end-users on new and existing technology.

The ultimate goal of this role is to ensure that all IT systems are operating at optimal levels and that end-users have access to the tools and support they need to perform their job duties effectively.

• Windows environment

• Using Intune but not required skill

• Taking around 25 calls/day

• Most calls are escalated from L1 service desk to this team

• Two-step interview, can do first step early next week and personal interview the week of the 13th but will need to coordinate with your travel schedule

• Provision and support of equipment (computers, phones, tablets, printers, etc)

• Provision and support of accounts for assigned systems and applications.

• Timely and effective resolution of end-user technical issues and requests, both in persona and over the phone

• Accurate documentation of technical issues and solutions in the support system

• Training and support for end-users, including supporting documentation.

• Ongoing monitoring and maintenance of IT systems

• IT asset management, including procurement, inventory tracking and management of IT hardware and software assets.

• Create and maintain knowledgebase, How-To, and other documentation.

• End-User training

• Ensure that security controls and processes are in place and followed.

• Adherence to policies, procedures, and controls

Skills:

Desktop, Help desk support, ticketing system, Customer service

Additional Skills & Qualifications:

• Technical expertise: A solid understanding of various hardware, software, and networking systems, as well as the ability to troubleshoot and resolve technical issues.

• Communication skills: Strong verbal and written communication skills to effectively communicate technical information to both technical and non-technical end-users.

• Time management: The ability to prioritize and manage multiple technical issues simultaneously while ensuring that end-users needs are met.

• Detail-oriented: A keen attention to detail, including accurate documentation and thorough troubleshooting.

• Adaptability: The ability to adapt to changing technology and work environments and learn new systems and processes quickly.

• Learning: Commit to ongoing learning and professional development, including staying up-to-date with the latest technologies and industry trends.

• Teamwork: The ability to collaborate effectively with other IT professionals and departments, including sharing knowledge and resources to ensure the success of the organization's IT systems.

• High School Diploma

• 1+ years of experience in a customer-facing, technical support position

• Associate or bachelor’s degree in computer science, engineering, or equivalent preferred.

• IT Certifications preferred (eg. Microsoft EndPoint Administrator)

• Troubleshooting skills: The ability to diagnose and resolve technical issues, including hardware and software problems, network connectivity issues, and other technical challenges that end-users may encounter.

• Customer service skills: Strong interpersonal skills and a customer service mindset to effectively communicate, build rapport with end-users, and provide excellent support.

• Documentation and reporting: The ability to accurately document technical issues and solutions, as well as generate reports and maintain documentation of IT systems and assets.

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.