Technical Support Specialist

2 months ago

Des Moines, Iowa, United States TEKsystems Full time
Job Overview

Contract Duration: 6 Months with potential for full-time hire

Shift: Overnight, from Midnight to 8 AM

Work Arrangement: Primarily remote with occasional onsite requirements post-pandemic

Position Summary

The role of a Technical Support Specialist within our IT Infrastructure Consulting division offers a remarkable chance to engage with a vibrant practice. As our organization expands, we seek individuals eager to explore diverse aspects of infrastructure, including engineering, technology, design, and business operations. Our team consists of intelligent, self-driven professionals who excel in a collaborative and results-focused atmosphere, relishing the challenge of meaningful responsibilities.

As a Technical Support Specialist, you will collaborate closely with our skilled consultants and gain exposure to a wide array of projects that will enhance your IT career. Your analytical abilities will be essential in crafting effective solutions tailored to client needs.

Key Responsibilities
  • Deliver technical support via phone and email to end-users, addressing hardware and software challenges
  • Troubleshoot and resolve workstation, server, and network issues
  • Administer systems for Office 365, Windows Servers, and workstations across various clients
  • Monitor and resolve client backup issues
  • Escalate complex customer issues through appropriate channels
  • Manage support cases based on defined severities and priorities
  • Uphold client security protocols and maintain confidentiality
  • Document support incidents and actions taken in the ticketing system
  • Analyze trends from reported cases to identify recurring issues related to hardware or software
  • Maintain regular communication with clients until issues are resolved
Required Skills and Qualifications
  • Strong customer service orientation with a commitment to delivering exceptional support
  • Excellent verbal and written communication abilities
  • Capability to quickly assess and diagnose technical issues in a dynamic environment
  • Ability to manage individual workloads effectively
  • Team-oriented mindset with a strong sense of ownership regarding client relationships
Preferred Experience
  • Minimum of 2 years in a technical support role or equivalent network administration experience
  • Experience with software and hardware troubleshooting on various devices
  • Familiarity with Microsoft Office 2016/O365 and Windows OS support
  • Relevant certifications such as Microsoft Certified Solutions Expert (MCSE) or Network+ are advantageous
  • Understanding of TCP/IP networking and experience with firewalls and remote solutions
Work Environment

Shift: Overnight, from Midnight to 8 AM

This position offers an excellent opportunity for growth within a supportive and family-oriented team, emphasizing professional development and continuous learning.

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