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Technical Support Specialist

2 months ago

Getzville, New York, United States TEKsystems Full time
Job Overview

As a key player in our organization, you will be responsible for delivering exceptional remote technical assistance and customer service to our internal teams and partners.

Key Responsibilities
  • Provide advanced remote support for software issues and minor operating system modifications, ensuring thorough investigation and resolution of complex IT challenges.
  • Document requests and manage tickets in ServiceNow, adhering to company IT policies and procedures.
  • Conduct software installations, upgrades, and tailor customer-specific software configurations.
  • Evaluate current team processes and propose enhancements, updating installation guides and workflow documentation as necessary.
  • Collaborate with IT teams to refine workflow processes that affect multiple departments.
  • Identify training requirements and deliver IT training to new users, effectively communicating IT policies and standards to enhance software performance and customer satisfaction.
  • Monitor service level agreements, conduct regular departmental audits, and present findings to management.
  • Serve as a technical resource for IT support specialists and coordinators.
Essential Skills

To excel in this role, candidates should possess:

  • Over 5 years of experience in a medium to large-scale environment supporting M365, Active Directory, Windows, and performing basic hardware and software troubleshooting.
  • A minimum of 5 years of experience with ServiceNow is essential.
  • Professional experience in troubleshooting and supporting Mac systems and audiovisual equipment is highly valued.
  • Familiarity with SCCM or similar imaging tools.
  • Strong soft skills, including excellent verbal and written communication and customer service abilities, particularly in supporting executive-level personnel.
Company Overview

At TEKsystems, we are committed to transforming the health of our communities, one individual at a time. As a rapidly growing, diversified Fortune 50 organization, our mission is driven by outstanding talent.

Business Impact

The absence of this role on-site will significantly affect the onboarding process and daily operations within our organization.