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Technical Support Specialist

2 months ago

Commerce City, Colorado, United States TEKsystems Full time
Job Description

Duration: 3 Month(s)

Role Overview:
As a Technical Support Specialist, you will be responsible for managing inbound support requests and ensuring efficient resolution of technical issues. Your primary duties will include:

  • Handling approximately 100 calls per day, assessing the nature of each inquiry to provide immediate solutions or escalate as necessary.
  • Logging all service requests into the Help Desk Ticketing system, specifically using Cherwell.
  • Prioritizing support requests based on the urgency and impact on user productivity.
  • Maintaining a high level of professionalism and delivering exceptional customer service.
  • Managing user account modifications, including locks, unlocks, and changes.
  • Gathering additional information to assist higher-tier support teams in resolving complex issues.
  • Exhibiting a sense of urgency and clarity in all actions taken.

Technical Responsibilities:
Your role will also involve setting up user profiles and accounts in Active Directory, troubleshooting issues with Citrix VPN clients, and providing hardware and software support for PCs, phone systems, and field units. Additionally, you will assist with network printer support and may be required to perform on-site support in a corporate environment. Experience with SAP user profiles is also beneficial. You will handle high-impact calls that require immediate attention.

Preferred Skills:
We are looking for candidates with:

  • 2-3 years of experience in an enterprise help desk environment.
  • Proven skills in supporting operating systems, resolving login issues, and troubleshooting hardware/software problems.
  • Exceptional customer service capabilities.
  • Familiarity with data center technologies, including servers and networking equipment, is a significant advantage.
  • Understanding of AS/400 command line operations is a plus, though training will be provided for the right candidate.

Additional Information:
All candidates must be willing to undergo a drug test and background check. This position requires working hours from Monday to Friday, 7 AM to 4 PM.

Work Environment:
You will be utilizing Cherwell Ticketing Systems within a service center environment. The team consists of several level 1 technicians, and you will be expected to work independently, especially during evening hours when you will have exclusive access to the data center.

Career Development:
This position offers exposure to data center technologies and the potential for permanent employment with a growing company.