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Technical Support Specialist
2 months ago
TEKsystems is seeking a Technical Support Specialist to enhance our client's IT infrastructure. We are looking for a candidate interested in transitioning to a permanent position following the contract period.
Position Overview:
This role involves providing service desk and desktop support, where the individual will handle incoming calls from a designated phone queue for a portion of the day. The remainder of the time may be spent delivering onsite assistance to clients or managing remote support for customers in different locations. The ideal candidate should be adept at managing calls and offering on-site technical support.
Key Competencies Required:
Proficiency in Windows 10, Active Directory, SCCM or comparable tools, ServiceNow or similar platforms, Intune, Executive/White Glove support experience, BitLocker Key management, Exchange, and a STRONG CUSTOMER SERVICE orientation.
Role Responsibilities:
The Support Specialist will provide daily technical assistance to users regarding various hardware and software systems. Responsibilities include resolving and escalating intricate technical issues, as well as fulfilling service requests within defined Service Level Agreements (SLAs). The Specialist will engage with users to diagnose problems, troubleshoot issues, and escalate when necessary. Daily tasks also include desktop and laptop imaging, inventory management, mobile device configuration and support (including smartphones and tablets), documentation creation, and generating reports on incidents and requests.
Essential Qualifications:
- At least 1 year of experience with Microsoft Exchange environments.
- At least 1 year of experience in 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, VDI, and remote access tools.
- Experience with IT Service Management tools, preferably ServiceNow.
- Experience working within an ITIL framework.
- Relevant certifications such as Microsoft Certified Professional, A+, and Net+ are preferred.
- A degree in Information Technology or a related field is preferred, or equivalent experience.
Primary Duties:
- Remain logged in to answer calls and monitor self-service queues.
- Provide advanced technical troubleshooting assistance across various business units.
- Utilize exceptional customer service and problem-solving skills to resolve issues.
- Assess situations to determine when escalation is necessary.
- Effectively manage multiple incoming priorities while meeting service level requirements.
- Deliver various reports and develop documentation for customer-facing FAQs.
- Recommend enhancements for quality and consistency in service delivery.
Desired Skills:
Help desk support, troubleshooting, VPN, software installation, Active Directory, BitLocker, ServiceNow, Windows 10, Exchange, Office365, Microsoft Office, Intune.
Ideal Candidate Attributes:
- 3+ years of experience in Service Desk or onsite Desktop Support roles.
- Experience troubleshooting Active Directory issues.
- Familiarity with ticketing systems, preferably ServiceNow.
- Strong customer service and communication skills.
- Ability to manage high volumes of requests efficiently.
Behavioral Competencies:
- Customer Service Orientation
- Critical Thinking
- Flexibility
- Technical Acumen
- Action Orientation
- Effective Communication Skills
- Team Collaboration
- Analytical and Reporting Skills
- Commitment to Customer Service
- Problem-Solving Skills
About TEKsystems:
We are partners in transformation, assisting clients in leveraging ideas and solutions to navigate a new landscape of opportunities. Our team of 80,000 collaborates with over 6,000 clients, including a significant portion of the Fortune 500, across North America, Europe, and Asia. As a leader in Full-Stack Technology Services and Talent Services, we work with innovative leaders to drive meaningful change. TEKsystems is part of Allegis Group.
TEKsystems is an equal opportunity employer and will 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.
