Technical Support Specialist

1 week ago


Halethorpe, Maryland, United States TEKsystems Full time

Position Overview:

The role involves managing, documenting, and resolving a high volume of customer inquiries, averaging between 40 to 50 interactions daily. Key duties include serving as the primary advocate for customers in troubleshooting issues, showcasing advanced problem-solving capabilities, and efficiently addressing and resolving user calls within a centralized help desk framework. The target for first-call resolution is set at 75%, with each interaction typically lasting around 6 minutes.

Common Issues Handled:

1. Microsoft Outlook

2. Microsoft Word

3. Connectivity Problems

Required Skills:

Proficiency in help desk operations, customer service excellence, technical support expertise, service desk management, troubleshooting capabilities, familiarity with Office 365, Windows 10, effective phone support, strong communication and interpersonal skills, customer support proficiency, experience with Active Directory, and organizational skills.

Preferred Skills:

Experience with phone and email communication.

Experience Level:

Expert Level

About TEKsystems:

TEKsystems is a leader in transformation, partnering with clients to harness innovative ideas and solutions in a rapidly evolving landscape. With a robust team of 80,000 professionals, we collaborate with over 6,000 clients, including a significant portion of the Fortune 500, across North America, Europe, and Asia. As a premier provider of Full-Stack Technology Services and Talent Services, we work alongside forward-thinking leaders to facilitate meaningful change. TEKsystems is part of the Allegis Group.

Diversity and Inclusion:

TEKsystems is committed to fostering an inclusive workplace and will consider all applicants without regard to race, gender, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.



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