Description:

This services desk is more than just a help desk. They have a high first call resolution; anything to do with personal work station O365, VPN connection issues, and then take calls within anyone else with in the org and resolve some app support stuff. If they have access to an enterprise app- the service desk will resolve. If required advanced security- they will move to 2nd and 3rd level support.

get calls, email tickets (majority).

This person needs 1-3 years of front line experience, following ITIL frame work- they want someone who enjoys working with that customer.

They use ServiceNow for ticketing system. attention to details- getting things updated when reach out to customer- make sure they are logging all their activities and incidents.

All users have laptops, they are in the office. Users maybe be onsite or home. windows 10. - will be going to 11.

communication could be through email, teams chat, or in person. They are creating the servicenow ticket.

Official Job Description;

Description:

Reason: Replacement

Department: IT Support

Job Category: Job Title: Help Desk Specialist 1

Duties: Provide guidance, assistance, coordination and follow-up on client questions, problems or malfunctions of all systems applications, hardware and software installed or maintained by IT. Respond to client staff's telephone inquiries concerning support, processing or request procedures, systems status and network connectivity, and a variety of hardware and software problems of all installed application hardware and software products supported by IT. Record inquiries, repair and service requests, resolve or direct requests to appropriate technical area or vendor, track status and follows up to ensure client satisfaction. Escalate to or consult with senior staff when solution is unclear. Perform related duties as assigned or requested. Require good analytical and communication skills, sound judgment, and the ability to work effectively with client and IT staff. Receive immediate and close supervision.

Skills: Minimum Qualifications:

Windows 10

Microsoft O365 Suite

Working knowledge or familiarity with Active Directory Basic Networking Working knowledge or familiarity of Software Deployment tools (SCCM) iOS/Android experience Excellent troubleshooting skills Excellent customer service skills Quality research skills to aid in troubleshooting and resolution of user problems.

Experience using ticketing systems for incident and request management.

Thorough ticketing management skills.

Excellent attendance

Ideal Qualifications

Previous experience staffing an internal Service Desk and being part of a small team environment. Candidate must possess excellent customer service skills and be able to work with and communicate with other support teams within the IT department. Knowledge of ITIL processes.

Keywords:

Education: High School Diploma required.

Preferred but not required:

CompTIA A+ Certification

Previous Customer Service Experience

Skills and Experience:

Required Skills:

HELP DESK

EXCELLENT CUSTOMER SERVICE SKILLS

SERVICE DESK

MICROSOFT WINDOWS

NETWORK CONNECTIVITY

Additional Skills:

IOS

ANDROID

NETWORKING

COMPTIA

ACTIVE DIRECTORY

ITIL

Languages:

English

Read

Write

Speak

Certifications & Licenses:

A

• A+ Certification

Skills:

Help desk support, Help desk, Troubleshooting, Customer service, Win10, Office 365

Top Skills Details:

Help desk support,Help desk,Troubleshooting,Customer service,Win10,Office 365

Additional Skills & Qualifications:

Excellent communication

Excellent customer service skills

Experience Level:

Intermeadiate 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.