Technical Support Specialist
1 week ago
Technical Support Specialist
100% remote, must sit within 30 miles of Des Moines, IA
Key Responsibilities
- Providing assistance through troubleshooting and resolving technical issues.
- Delivering exceptional customer service via phone, email, and chat.
- Utilizing Windows operating systems and Active Directory for user management.
- Managing incidents through ServiceNow and Outlook.
- Engaging in Tier 1.5 support activities.
Role Overview
We are seeking skilled Technical Support Specialists to assist internal employees of a financial services organization through inbound communications. Specialists will receive training on proprietary tools, systems, and processes, and will be responsible for managing a ticketing queue while addressing technical challenges faced by employees. Common inquiries may include password resets, server malfunctions, VPN connectivity issues, and application-specific problems.
The initial week will focus on compliance training, followed by a week of instructor-led virtual training. Upon completion, specialists will transition into their assigned shifts and begin fielding support requests.
Daily Activities
- Responding to inbound communications to provide support for credential management, computer setup, and configuration.
- Leveraging existing knowledge base resources to identify solutions and implement workarounds.
- Processing large volumes of information in a customer-centric manner within a fast-paced environment.
- Assessing issues and utilizing escalation protocols to resolve or refer incidents requiring expert intervention.
- Assisting with encryption password management, remote access inquiries, software installations, and peripheral setups.
- Troubleshooting Microsoft software products, including Windows 10, O365, and Teams.
- Supporting Virtual Desktop Infrastructure and mobile device management.
Qualifications
- Strong attendance and reliability are crucial for this position.
- Initial training will be structured, transitioning into designated shift schedules.
- Flexibility in working hours is essential during the onboarding phase.
- Exceptional customer service skills across multiple communication channels.
- Ability to collaborate effectively with individuals at all organizational levels and adapt to change.
Work Environment
- Remote team setting with a call center dynamic.
- Support for internal clientele.
- Business casual dress code in a collaborative atmosphere.
Compliance Requirements
- Background check is mandatory.
- Minimum of 6 months IT experience required.
- Must be available for a full-time schedule.
About TEKsystems:
TEKsystems is a leader in Full-Stack Technology Services and Talent Services, partnering with clients to navigate transformation and leverage new opportunities. With a 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. Our commitment to driving change through true partnership sets us apart in the industry.
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