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Technical Support Specialist
2 months ago
Technical Support Specialist
100% remote, must sit within 30 miles of Des Moines, IA
Core Responsibilities
- Diagnosing and resolving technical issues
- Providing exceptional customer service
- Communicating via phone, email, and chat
- Proficient in Windows operating systems
- Managing Active Directory
- Utilizing ServiceNow for ticket management
- Handling Outlook inquiries
- Supporting Tier 1.5 issues
Position Overview
We are seeking a dedicated group of Technical Support Specialists to assist internal staff of a financial services organization through inbound communication channels. Specialists will receive comprehensive training on the company's tools, systems, and procedures, and will be tasked with managing a ticketing queue while troubleshooting various employee issues. Common inquiries may include password resets, server malfunctions, VPN connectivity challenges, 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 designated shifts and begin addressing support requests.
Daily Responsibilities
- Responding to inbound calls and chats to provide assistance with credential management, computer setup, and configuration.
- Leveraging existing knowledge base resources to identify known solutions and implement effective workarounds.
- Exhibiting strong communication skills while processing substantial amounts of information in a customer-centric manner within a fast-paced environment.
- Assessing issues and utilizing escalation protocols to resolve or refer incidents that require specialized expertise.
- Using calls and chats to assist with encryption passwords, Active Directory inquiries, remote access questions, software installations, and peripheral setups.
- Troubleshooting general Microsoft software products, including Windows 10, security updates, O365, and Outlook.
- Understanding and supporting Virtual Desktop Infrastructures and mobile devices, such as iPhones and Androids.
Qualifications
- Consistent attendance and reliability are crucial for this role.
- Initial training will be structured, transitioning into designated shift hours.
- Flexibility in working hours is required during the onboarding phase.
- Strong customer service skills are essential across phone, email, and chat platforms.
- Ability to collaborate effectively with individuals at all organizational levels and adapt to change.
Work Environment
- Remote team structure, resembling a call center atmosphere.
- Support for internal clientele.
- Business casual dress code within a collaborative environment.
Compliance and Requirements
- Background checks are mandatory.
- Minimum of 6 months of IT experience is required.
- Availability must align with standard working hours.
About TEKsystems:
As partners in transformation, we assist clients in activating ideas and solutions to leverage new opportunities. Our team of 80,000 professionals collaborates with over 6,000 clients, including a significant portion of the Fortune 500, across North America, Europe, and Asia. As an industry leader in Full-Stack Technology Services and Talent Services, we work alongside progressive leaders to drive meaningful change. TEKsystems is part of the Allegis Group.
We are an equal opportunity employer and 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.
