Technical Support Specialist
2 weeks ago
Essential Skills Required
- 1-2 years of prior experience in a Service Desk environment
- Proficient in troubleshooting various Microsoft software applications including Windows 10, security updates, O365, Outlook, Teams, and Virtual Desktop Infrastructure, as well as mobile device support for iPhones and Androids
- Ability to utilize existing knowledge base resources to identify known solutions and implement effective workarounds
- *must have a stable internet connection and a quiet workspace at home*
Position Overview
- Our organization is seeking to onboard a team of Technical Support Specialists to assist internal personnel through incoming phone inquiries. Specialists will receive training on internal tools, systems, and processes, and will be tasked with managing a ticketing queue while troubleshooting issues faced by employees. Typical inquiries may include password resets, server malfunctions, VPN connectivity issues, Outlook problems, and other application-related concerns.
- The initial week will involve compliance training, followed by a week of instructor-led virtual training. Once training is completed, specialists will transition into their assigned shifts and begin handling calls, with ongoing support from management and peers to facilitate a smooth onboarding experience.
Qualifications Needed:
- Willingness to commit to the duration of the contract.
- 1-2 years of relevant technology experience in a similar Service Desk role or equivalent background.
- Experience in managing inbound calls and chats for credential administration, computer setup, and configuration.
- Capability to utilize existing knowledge base content to find known solutions and implement workarounds.
- Must be able to follow instructions and process substantial amounts of information in a customer-centric manner within a fast-paced, high-volume environment, demonstrating excellent communication skills.
- Proficiency in efficiently triaging issues, utilizing solution tools, and following escalation procedures to resolve or escalate incidents requiring further expertise.
- Common call/chat scenarios include assisting with encryption passwords, Active Directory passwords, remote access inquiries from a predominantly remote workforce, software installations, printer setups, and other peripherals. Familiarity with troubleshooting Microsoft software products such as Windows 10, security updates, O365, Outlook, and Teams is essential.
- Additional knowledge of Virtual Desktop Infrastructure and mobile device support for iPhones and Androids is beneficial.
Additional Skills & Attributes
- Dependability and consistent attendance are crucial for this position.
- Agents will commence in a structured training program before transitioning to their designated shifts, requiring flexibility in working hours during the initial phase.
- Strong customer service skills over the phone are essential.
Why Join Us?
- Gain valuable experience working within an enterprise-level service desk, supporting a large client base.
We are partners in transformation, assisting clients in activating ideas and solutions to leverage new opportunities. Our team of 80,000 professionals 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 change. This is the essence of true partnership. TEKsystems is part of the Allegis Group.
The company 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.
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