Technical Support Specialist

2 weeks ago

Scottsdale, Arizona, United States TEKsystems Full time

TEKsystems is seeking a Technical Support Specialist to enhance our client's IT infrastructure. We are looking for a dedicated individual interested in transitioning to a permanent position following the contract period.

Position Overview:

This role primarily involves service desk and desktop support, where the selected candidate will manage incoming calls from a designated phone queue for a portion of the day. The remainder of the time may be spent providing onsite assistance to clients or addressing remote customer inquiries. Comfort with phone interactions and onsite support is essential.

Key Competencies Required:

Proficiency in Windows 10, Active Directory, SCCM or comparable tools, ServiceNow or similar platforms, Intune, high-level customer service experience, BitLocker Key management, Exchange, and exceptional customer service skills.

Role Responsibilities:

The Technical Support Specialist will deliver daily technical assistance to clients regarding various hardware and software systems. Responsibilities include resolving and escalating intricate technical issues, fulfilling service requests within established SLAs, and engaging with users to diagnose problems through discussions. The role also encompasses troubleshooting, fault resolution, and problem escalation. Daily tasks involve desktop and laptop imaging, inventory management, mobile device setup 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 (preferred)

• At least 1 year of experience in Active Directory administration (preferred)

• Familiarity with networking monitoring tools and basic troubleshooting (preferred)

• Experience with CISCO telephony and related troubleshooting (preferred)

• Knowledge of Windows 7, Windows 10, Microsoft Office Suite, Active Directory, VPN, Citrix, VDI, and remote tools.

• Experience with IT Service Management tools, preferably ServiceNow.

• Understanding of ITIL methodologies.

• Preferred certifications include Microsoft Certified Professional, A+, and Net+.

• An undergraduate degree in Information Technology or equivalent experience is preferred.

Primary Duties:

• Remain logged in to handle calls and monitor self-service queues.

• Provide advanced technical troubleshooting support across various business units.

• Resolve issues using excellent customer service, problem-solving, and technical reasoning skills to ensure customer satisfaction.

• Assess situations to determine when escalation is necessary.

• Effectively manage multiple incoming priorities by understanding customer needs and meeting service level expectations.

• Deliver various reports and develop documentation and customer-facing FAQs.

• Suggest improvements for quality and consistency.

Desired Skills:

Help desk support, SCCM, remote access software, troubleshooting, VPN, software installation, Active Directory, BitLocker, ServiceNow, Windows 10, Exchange, Office365, Microsoft Office, Intune.

Ideal Candidate Profile:

• 3+ years of experience in Service Desk and/or onsite Desktop Support roles.

• Proficient in Active Directory troubleshooting (user management, profile handling, BitLocker code retrieval).

• Experience with ticketing systems, preferably ServiceNow.

• Strong customer service and communication skills, with the ability to manage high volumes of requests effectively.

Behavioral Competencies:

• Customer service orientation.

• Critical thinking and flexibility.

• Technically adept and action-oriented.

• Strong verbal and written communication skills.

• Excellent teamwork and analytical skills.

• Commitment to customer service and effective problem-solving abilities.

About TEKsystems:

As partners in transformation, we assist clients in activating ideas and solutions to leverage new opportunities. Our team of 80,000 collaborates with over 6,000 clients, including 80% 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 change. TEKsystems is part of Allegis Group and is an equal opportunity employer, considering 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.

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