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Technical Support Specialist

2 months ago

Charlotte, North Carolina, United States TEKsystems Full time
Job Overview

Company: TEKsystems

Position: Technical Support Specialist

Contract Duration: 12 Months Minimum

Role Summary

TEKsystems is seeking dedicated Technical Support Specialists to assist internal personnel through inbound communication channels. Specialists will receive comprehensive training on proprietary tools, systems, and procedures, and will be tasked with managing a ticketing queue while troubleshooting various technical issues faced by employees.

Key Responsibilities
  • Handle incoming calls and messages to provide assistance with credential management, computer setup, and configuration.
  • Utilize existing knowledge base resources to identify known solutions and implement effective workarounds.
  • Demonstrate strong communication skills while processing information in a customer-centric manner.
  • Efficiently triage issues and utilize solution tools to resolve or escalate incidents requiring further expertise.
  • Assist with common inquiries related to password resets, remote access, software installations, and peripheral setups.
Training and Development

The initial phase of training will involve compliance courses, followed by a week of instructor-led virtual training. Post-training, specialists will transition into their designated shifts with ongoing support from management and colleagues.

Essential Qualifications
  • Previous experience in a similar technical support environment.
  • Proficiency in troubleshooting Microsoft software products, including Windows 10, O365, Outlook, and Teams.
  • Familiarity with Virtual Desktop Infrastructures and mobile device support.
  • Ability to maintain a reliable internet connection and a quiet workspace.
Work Environment

This position is remote, but candidates must reside within a specific geographical area.

Additional Skills

Critical thinking, problem-solving abilities, a proactive attitude, and excellent communication skills are essential for success in this role.

Impact on Customers

Providing timely technical support is crucial for maintaining productivity and efficiency among employees, directly influencing the overall performance of the organization.