Technical Support Specialist

2 weeks ago

Minneapolis, Minnesota, United States TEKsystems Full time

Position Overview:

The Technical Support Specialist provides Level 1 technical assistance for primary incident resolution or escalation to Level 2 support teams as necessary. Key responsibilities encompass initial documentation, troubleshooting, research, and resolution of incoming incidents and requests related to the utilization of supported software and hardware. Specialists are equipped with a suite of support tools and an active knowledge base to facilitate troubleshooting efforts. The primary modes of communication include phone, chat, and self-service tickets.

Execution and Operational Excellence:

  • Respond to all incoming calls promptly while adhering to established handling protocols.
  • Manage chat inquiries and self-service tickets efficiently, ensuring comprehensive information is collected prior to resolution or routing to other teams.
  • Aim to meet all key performance indicators (KPIs) for average speed of answer, handling times, ticket logging, and first contact resolution.
  • Document 100% of interactions in the ticketing system, including issue descriptions, troubleshooting steps taken, resolutions, and reasons for escalation. Accurately categorize incidents and select the appropriate severity based on impact and urgency.
  • Utilize knowledge articles to ensure accurate troubleshooting, information gathering, and escalation processes.
  • Report any outdated, incorrect, or missing knowledge articles.
  • Handle all interactions in accordance with departmental quality assurance standards.
  • Maintain adherence to scheduled shift start times, breaks, and lunches.
  • Assist in keeping processes current by reporting gaps to leadership.
  • Foster open communication and build strong relationships within and outside the department.
  • Perform job responsibilities with a commitment to quality and customer satisfaction, prioritizing the needs of the team and the organization.
  • Identify and report security risks in compliance with established protocols.

Required Skills:

Helpdesk, Microsoft Office, Mobile Device Support, Outlook, Windows 7, Remote Access, Active Directory, Windows 10, Office 365, Troubleshooting, VPN, ServiceNow, Windows 7

Top Skills Required:

Helpdesk, Microsoft Office, Mobile Device Support, Outlook, Windows 7, Remote Access, Active Directory, Windows 10, Office 365, Troubleshooting

Additional Skills & Qualifications:

Required Experience:

  • Familiarity with a service desk ticketing system or similar platform.
  • 2-3 years of customer service experience or a customer-facing role.
  • At least 1 year of technical support experience, preferably via phone.
  • Demonstrated strong verbal and written communication skills.
  • Ability to multitask and prioritize effectively in a fast-paced environment.
  • Experience using and supporting Microsoft Office applications, including Outlook, ideally in a large enterprise setting.

Desired Skills:

  • ITIL Foundations certification or prior experience in an ITIL environment.
  • Experience with chat tools for supporting end users or similar applications.
  • Familiarity with VPN software technologies (e.g., Microsoft VPN Client, Pulse Secure).
  • Experience in the financial industry in some capacity.

Additional Information:

• Candidates with less formal IT phone support experience may be considered if they possess CompTIA Certifications (A+, IT Fundamentals, etc.).

• Military experience is advantageous.

• Critical thinking skills are essential.

• The focus is on quality end-user interactions rather than strict service levels.

• This position may lead to a permanent role based on performance.

• Initial training will be provided on-site.

• Flexibility in shift scheduling is preferred.

Experience Level: Intermediate Level

About TEKsystems:

TEKsystems is a leader in Full-Stack Technology Services, Talent Services, and real-world application, partnering with clients to activate ideas and solutions in a rapidly evolving landscape. We are a team of 80,000 professionals collaborating with over 6,000 clients, including a significant portion of the Fortune 500, across North America, Europe, and Asia. Our commitment to driving change through true partnership sets us apart in the industry.

TEKsystems is an equal opportunity employer and welcomes 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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