Advanced IT Support Specialist

2 weeks ago

Lafayette, Indiana, United States TEKsystems Full time

Position Overview:

The IT Service Desk Analyst II serves as a vital resource for corporate IT assistance, addressing inquiries from team members concerning issues with company-provided IT systems and applications. This role necessitates leveraging experience, guidelines, and the knowledge base to effectively respond to inquiries and resolve challenges. The Analyst is committed to delivering exceptional service satisfaction by promptly and accurately resolving both hardware and software issues while ensuring clear and informative communication.

Key Responsibilities:

  • Primary focus on user support and customer service excellence.
  • Demonstrate outstanding interpersonal skills with both technical and non-technical staff.
  • Escalate issues to vendors or internal departments as necessary; capable of providing remote support for vendors.
  • Administer, maintain, and support enterprise resources, including laptops, desktops, tablets, mobile devices, and other network-enabled equipment.
  • Act as a primary support point and escalation resource for Level 1 Analysts regarding technical challenges within an enterprise setting.
  • Collaborate with other IT teams to ensure efficient and timely problem resolution.
  • Investigate unknown errors and document resolution processes for inclusion in the knowledge base.
  • Engage in special projects as required.
  • Participate in the On-Call rotation with the team.
  • Perform additional duties as assigned.

Qualifications:

  • Associate degree and/or IT-related Industry Certifications (Preferred Major: Information Technology).
  • Minimum of 2+ years of experience in a customer service or technical support role is essential.
  • At least 1 year of experience managing progressively complex Tier 2 issues.
  • Experience with multi-tiered ticket handling and resolution systems.
  • Familiarity with user support and customer service best practices.

Required Skills:

  • Technical support, Windows 10, Desktop, Active Directory, InTune.

Leadership Attributes:

At TEKsystems, we value empowerment and uphold strong principles:

  • Embrace Diversity and Inclusion: Respect diverse perspectives and promote transparency.
  • Seek to Listen: Actively listen to reach optimal solutions and make informed decisions.
  • Always Learn: Commit to continuous improvement and avoid complacency.
  • Be Authentic: Exhibit honesty, energy, and determination in all endeavors.
  • Win Together: Collaborate effectively and excel in cross-group communication.

Experience Level: Expert Level

Benefits:

  • Eligibility requirements apply to some benefits and may depend on job classification and length of employment. Benefits are subject to change and may be contingent on specific elections, plans, or program terms. If eligible, the benefits available for this role may include:
  • Medical, dental & vision coverage.
  • Critical Illness, Accident, and Hospital benefits.
  • 401(k) Retirement Plan with pre-tax and Roth post-tax contributions.
  • Voluntary Life Insurance & AD&D for employees and dependents.
  • Short and long-term disability coverage.
  • Health Spending Account (HSA).
  • Transportation benefits.
  • Employee Assistance Program.
  • Paid Time Off/Leave (PTO, Vacation, or Sick Leave).

About TEKsystems:

We are partners in transformation, assisting clients in activating ideas and solutions to seize new opportunities. Our team of 80,000 collaborates 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 forward-thinking leaders to drive change. This is the essence of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regard 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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