Technical Support Specialist

1 week ago

Des Moines, Iowa, United States TEKsystems Full time



The Technical Support Specialist provides Level 1 technical assistance for primary incident resolution or escalation to Level 2 support teams as necessary.

Key responsibilities encompass initial documentation, troubleshooting, research, and resolution of incoming incidents and requests related to the use of supported software and hardware.

Technical Support Specialists are equipped with a comprehensive suite of support tools and an active knowledge base to facilitate troubleshooting efforts. The primary modes of communication include phone, chat, and self-service tickets.

EXECUTION AND OPERATIONAL EXCELLENCE:

Respond to all phone inquiries promptly and adhere to established handling protocols.


Manage chat and self-service tickets efficiently, ensuring all necessary information is collected prior to resolving or routing to other teams for further processing.

Aim to meet all key performance indicators for average speed of answer, handling times, ticket logging, and first contact resolution.


Document 100% of interactions in the ServiceNow ticketing system, including a description of the issue, troubleshooting steps taken, resolution, and/or reason for escalation.

Appropriately categorize incidents and select the correct severity based on impact and urgency.

Follow knowledge articles to ensure accurate troubleshooting, information gathering, and escalations.

Report any outdated, incorrect, or missing knowledge articles.

Handle all interactions in accordance with departmental quality assurance standards.

Maintain adherence to scheduled shift start times, breaks, and lunches.

Assist in keeping processes current by reporting gaps to leadership.

Foster open communication and work towards building strong relationships both within and outside the department.


Execute job responsibilities with a commitment to quality and customer satisfaction - prioritizing what is right for the team and the organization.

Identify and report security risks in compliance with regulations.

Skills:

Helpdesk, Microsoft Office, Mobile devices, Outlook, Windows 7, Remote Access, Active Directory, Windows 10, Office 365, Troubleshooting, VPN, ServiceNow, Windows, Windows 7

Top Skills Details:

Helpdesk, Microsoft Office, Mobile devices, Outlook, Windows 7, Remote Access, Active Directory, Windows 10, Office 365, Troubleshooting

Additional Skills & Qualifications:

Required Experience

Familiarity with a service desk ticketing system or similar is preferred.

2-3 years of customer service experience or a customer-facing role.

1 year of technical support experience, preferably via phone.

Strong verbal and written communication skills are essential.

Ability to multitask and prioritize in a fast-paced environment.

Experience using and supporting MS Office applications, including Outlook, preferably in a large enterprise setting.

Desired Skills

ITIL Foundations certification or prior experience in an ITIL environment.

Experience with a chat tool supporting end users or similar.

Familiarity with VPN Software Technologies (e.g., Microsoft VPN Client, Pulse Secure).

Experience in the financial industry is a plus.

Additional Information

  • Client is open to considering candidates with less formal IT Phone Support experience if they possess CompTIA Certifications (A+, IT Fundamentals, etc.).
  • Military experience is advantageous.
  • Critical thinking skills are necessary.
  • The Helpdesk emphasizes quality end-user interactions and does not impose strict service levels.
  • Contract duration is 6+ months with the possibility of hire.
  • Initial on-site training is provided.
:
Work hours are typically Monday through Friday, with flexibility regarding shifts. Candidates must be willing to work on-site five days a week.Experience Level:

Intermediate Level

About TEKsystems:

We are partners in transformation, assisting clients in activating ideas and solutions to leverage new opportunities.

Our team consists of 80,000 professionals collaborating 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 collaborate with progressive leaders to drive change.

This is the essence of true partnership. TEKsystems is a company under Allegis Group.


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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