What are the responsibilities and job description for the Helpdesk Technician position at Tek Systems?
Description:
Our customer is looking to fill a Hybrid shift position on the helpdesk. IT Customer Support: The job is 85% phone support, 15% e-mail support. Providing remote IT support through superb customer service skills. Each Tech takes about 25 calls per day and answers 15 e-mail tickets per day. IT supports both residents and internal employees, roughly 30,000 in total.
Since their facilities are open 365 days/year, so is the helpdesk (actually, it is closed on Christmas Day). But Techs will be on-call once a month and will work a maximum of 2 holidays per year.
Most common calls that come in: Windows 7, Outlook, MS Word, VPN Remote Access, Password Resets, Active Directory Administration (adding and deleting people to the directory)
ESSENTIAL DUTIES AND RESPONSIBILITIES:
1. Answer incoming technical support phone calls and emails in a high-volume environment and enter all pertinent information and updates of the reported issues into a ticket tracking application.
2. Delivers high levels of customer service at all times and ensures compliance with Service Level Agreements.
3. Provide 1st level (and some 2nd level) technical support for the following:
- All IT hardware including desktops, laptops, networking and telephony equipment
- Desktop software applications
- Business / Enterprise software applications
- Analyzes and documents reported issues and outages - determines severity, impact, and nature of reported issues, and begins incident or service request management process
4. May occasionally provide desk side services as required including: installs, system configuration, hardware break/fix and advanced technical support
5. Assist various teams in the I.T. Department on corporate I.T. project deliverables
6. Create and maintain Service Desk documentation and intranet sites document solutions into Knowledge Base articles to improve future service delivery
Skills:
Helpdesk, Remote, Support, E, mail, VPN, Windows, 7, Outlook, Word, Excel, Access, Remedy, Ticket, Tracking
Additional Skills & Qualifications:
LANGUAGE SKILLS:
Must be able to read, write, understand and communicate in the English language
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, and talk or hear. The employee is occasionally required to stand, walk, stoop, kneel, or crouch, and reach with hands and arms. The employee must occasionally lift and/or move up to 25 lbs. Specific vision abilities required by this job include close vision.
About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
