Helpdesk Operations Specialist

3 weeks ago

Hanover Hills, Maryland, United States TEKsystems Full time
{"Company Overview": "TEKsystems is a leading technology services company that connects people with the skills and expertise needed to drive business success. As a Helpdesk Operations Specialist, you will be a key member of our team, providing top-notch technical support to our clients and helping them to achieve their goals.", "Salary": "The estimated salary for this position is $65,000 - $80,000 per year, depending on experience and qualifications.", "Job Description": "As a Helpdesk Operations Specialist, you will be responsible for providing technical support to our clients, including troubleshooting and resolving software and hardware issues, as well as managing and maintaining user accounts and permissions. You will also be responsible for reviewing and reprioritizing systems tickets, actively managing incident tickets, and collecting information about incidents and problems to evaluate root causes.", "Required Skills and Qualifications": "To be successful in this role, you will need to have 4 years of IT experience, 2 years of IT help/service desk experience, and an active Top Secret Clearance. You will also need to have a current IAT Level II Certification, such as CompTIA A+CE, Security+CE, or Network+CE. Experience with help/service desks that have performance requirements and managing customer physical assets is also highly desirable.", "Benefits": "As a Helpdesk Operations Specialist, you will be eligible for a range of benefits, including health and life insurance, 401(k) matching, and paid time off. You will also have the opportunity to work with a dynamic and supportive team, and to develop your skills and expertise through ongoing training and professional development.", "Others": "This is a 15% travel requirement position, and you will be required to work at remote locations as needed. You will also be responsible for tracking and reporting on assets at the site location, and for receiving and shipping equipment as required.", "Responsibilities": "• Reviews systems tickets daily and reprioritizes the ticket resolution to ensure compliance with Service Level Agreements.
• Actively manages incident tickets and provides status updates to each ticket on a daily basis.
• Collects information about incidents and problems to evaluate root causes.
• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interviews user to collect information about problem and leads user through diagnostic procedures to determine source of error.
• Troubleshoots to determine problems for operating systems, applications and remote access, email, and telephone and wireless issues.
• Responsible for network and email account provisioning and management, as well as, wireless mobility problems, issues or request.
• Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem and/or problem requires physical interaction with end user the technician escalates problem to the appropriate team.
• Responsible for opening, tracking and closing trouble tickets. Ensures problem ownership and promotes end-user satisfaction.
• Requires experience and knowledge of installation, configuration, and troubleshooting of computers.
• Requires strong communication and excellent customer service skills.
• Trained and certified in automated help desk management systems is desired.
• Tracks and reports on assets at the site location. Receives and ships equipment as required.
• Follows all processes, procedures, and guidelines to ensure repeatable customer experiences.
• Position is required as needed to remote locations within 24 notice of an incident.
• Other duties as assigned.

"}, "lang_code": "en"}

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