Help Desk Support

Description:
Day to day phone support for Branches and Offices
- Need to have great communication and customer service skills
Know how to password reset
know how to troubleshoot printer issues
Level 1 Help Desk or Support tech experience
CompTIA cert is a plus
Microsoft Support Experience
Ability to be on time and answer phones professionally
For a Level 1 IT phone support role, the focus is typically on resolving basic technical issues that users commonly encounter. Here are some examples of troubleshooting problems you might address in this role, along with suggested approaches for resolving them:
1. **Password Reset Issues:**
- Guide the user through the process of resetting their password, ensuring they meet the password complexity requirements. Verify their identity before resetting the password.
2. **Printer Not Printing:**
- Check if the printer is turned on and connected to the network. Ask if there are any error messages displayed. Guide the user through checking the printer queue and clearing any stuck print jobs.
3. **Software Installation or Configuration:**
- Walk the user through installing approved software applications. Help configure basic settings or preferences in the application.
4. **Email Access Problems:**
- Verify that the user is entering the correct credentials. Check for any server-side issues. Guide them through accessing their email via webmail if the email client is not working.
5. **Computer Running Slowly:**
- Suggest restarting the computer. Guide them through closing unnecessary programs and checking CPU and memory usage in Task Manager.
6. **Cannot Connect to the Internet:**
- Ask the user to check if their Wi-Fi is on or if they have a stable wired connection. Guide them through restarting their modem/router. Check for any reported outages in their area.
7. **Basic Software Troubleshooting:**
- For common software issues, such as an application not responding, advise the user to close and reopen the application. If the issue persists, suggest reinstalling the application.
8. **Lost or Corrupted Files:**
- Guide the user through checking their Recycle Bin for accidentally deleted files. For corrupted files, suggest opening a previous version or looking for backups.
9. **Security Concerns (e.g., Suspected Malware):**
- Instruct the user to run a full system antivirus scan. Advise them not to click on suspicious links or open unknown email attachments.
10. **Accessing Network Drives or Shared Resources:**
- Guide the user through mapping network drives or accessing shared folders. Ensure they have the necessary permissions.
Skills:
Help desk support, imaging, PC refresh
Top Skills Details:
Help desk support
Additional Skills & Qualifications:
Fast learner that wants to grow their skill set in a Microsoft environment
Day to day phone support for Branches and Offices
- Need to have great communication and customer service skills
Know how to password reset
know how to troubleshoot printer issues
Level 1 Help Desk or Support tech experience
CompTIA cert is a plus
Microsoft Support Experience
Ability to be on time and answer phones professionally
Experience Level:
Intermediate Level

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.