Help Desk Technician

5 days ago


Boston, Massachusetts, United States TEKsystems Full time
Job Description

As a Help Desk Technician at TEKsystems, you will play a critical role in providing exceptional technical support to our clients. Your primary responsibility will be to assist users who are experiencing difficulties with IT applications, products, or services.

Duties and Responsibilities:

  • Provide support for all Information Technology products and services, including answering questions, troubleshooting problems, and teaching customers about software or hardware functionality.
  • Monitor the Service Desk for tickets assigned to the queue and process them in a first-in, first-out manner based on priority.
  • Determine the most effective way to resolve end-user technical issues, engaging in research and in-depth troubleshooting as needed.
  • Verify that suggested solutions effectively resolve the user's problems through verbal and/or email follow-up.
  • Perform remote troubleshooting and support when appropriate.
  • Learn and incorporate new skills and processes to provide service on new and evolving environments.
  • Utilize industry standards in creating, maintaining, and utilizing ticketing systems.
  • Update ticketing systems with accurate and timely information.
  • Expand and utilize knowledge base systems to increase resolution times.
  • Monitor the environment to ensure that all desktops and laptop PCs remain in compliance.
  • Install, test, and configure new workstations, peripheral equipment, and software.
  • Maintain inventory of all equipment, software, and software licenses.
  • Assist with onboarding and training of new users.
  • Escalate unresolved tickets in a timely manner through appropriate levels of escalation.

Requirements:

  • Minimum of 3 years of experience providing end-user support for network printers and workstations running Windows 7 or higher in an Active Directory environment.
  • Expert knowledge of Microsoft Windows 7/10.
  • Experience with an enterprise-level ticketing system.

Work Environment:

TEKsystems is a dynamic and fast-paced environment that values professionalism, teamwork, and continuous learning. As a Help Desk Technician, you will work in a Windows environment, with a business casual dress code, and will be expected to provide white-glove service to our clients.

Additional Skills:

  • Microsoft Windows
  • Active Directory
  • Jira

About TEKsystems:

TEKsystems is a leading provider of IT staffing and services solutions. We are committed to delivering exceptional service to our clients and candidates, and we are seeking a talented Help Desk Technician to join our team.



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