Technical Support Specialist
2 weeks ago
TEKsystems is seeking a Technical Support Specialist to enhance our client's IT operations. This role is ideal for individuals looking to transition into a permanent position following the contract period.
Position Overview:
The role involves providing assistance at the service desk and desktop support, where the individual will manage incoming calls from a designated phone queue for part of the day. The remaining time may be dedicated to on-site customer support or addressing remote client inquiries. Candidates should be adept at handling calls and delivering on-site assistance.
Key Competencies Required:
Proficiency in Windows 10, Active Directory, SCCM or comparable tools, ServiceNow or similar platforms, Intune, high-level customer service, BitLocker Key management, Exchange, and exceptional customer service skills.
Role Responsibilities:
The Technical Support Specialist will be responsible for delivering daily technical assistance to clients concerning various hardware and software systems. Responsibilities include:
- Diagnosing and resolving technical issues through user discussions, troubleshooting, and escalation when necessary.
- Managing desktop and laptop imaging, inventory oversight, and mobile device setup.
- Creating documentation and user-friendly FAQ guidelines.
- Generating reports on incidents, requests, and customer feedback.
- Coordinating responses to widespread incidents and leading training for team members.
Essential Qualifications:
- Minimum of 1 year of experience with Microsoft Exchange and Active Directory administration.
- Familiarity with networking monitoring tools and basic troubleshooting.
- Experience with CISCO telephony and related troubleshooting.
- Knowledge of Windows 7, Windows 10, Microsoft Office Suite, VPN, Citrix, and remote tools.
- Experience with IT Service Management tools, particularly ServiceNow.
- Understanding of ITIL methodologies.
- Preferred certifications include Microsoft Certified Professional, A+, and Net+.
- Undergraduate degree in Information Technology or equivalent experience.
Behavioral Competencies:
- Customer service orientation.
- Critical thinking and problem-solving abilities.
- Flexibility and adaptability in various scenarios.
- Strong communication and teamwork skills.
- Dedication to customer satisfaction and service excellence.
About TEKsystems:
As a leader in Full-Stack Technology Services and Talent Services, TEKsystems partners with clients to drive innovation and transformation. We are committed to fostering an inclusive environment and are proud to be an equal opportunity employer.
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