Description:Job Summary: As a Service Desk Support Specialist, you will be responsible for providing technical assistance and support to end-users experiencing hardware, software, or network-related issues. You will serve as the first point of contact for troubleshooting and resolving technical problems, either over the phone, via email, Microsoft Teams (chat, video), or through remote assistance tools. The primary goal of this role is to ensure prompt and effective resolution of user issues while maintaining high levels of customer satisfaction.Key Responsibilities:
User Support: Respond to incoming requests for technical assistance from end-users, diagnose problems, and guide users through step-by-step solutions.
Troubleshooting: Identify and escalate technical issues to Tier 2 support or appropriate teams when necessary, ensuring timely resolution.
Documentation: Maintain accurate records of all user interactions, including details of inquiries, comments, and actions taken, using ticketing systems or other designated tools.
Remote Assistance: Utilize remote desktop software or Microsoft Teams to provide hands-on support and resolve issues for users located at our remote facilities and remote hybrid workers.
Hardware and Software Support: Assist users with the installation, configuration, and troubleshooting of hardware devices, software applications, and operating systems.
System Monitoring: Monitor network systems and applications to identify and address potential issues proactively.
User Education: Provide guidance and training to end-users on how to effectively utilize hardware, software, and IT services to improve productivity. Encourage use of self-service options.
Escalation Management: Follow escalation procedures to ensure critical issues are addressed promptly and appropriately.
Continuous Improvement: Stay updated on emerging technologies and best practices in IT support and contribute to the improvement of support processes and procedures.
Customer Service: Deliver exceptional customer service by maintaining a professional and courteous demeanor at all times, actively listening to user concerns, and striving to exceed expectations.
Communication: Act as a communication hub between IT and the end users. Maintain scheduled outage calendar. Proactively send email notifications to users informing them of scheduled outages.
Asset Management: Help maintain CMDB of organization’s critical IT assets, loaner computers, and spare parts for repairs.
Additional Skills & Qualifications:Qualifications:
Education: High school diploma or equivalent required; degree in Computer Science, Information Technology, or related field preferred.
Certifications: Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or equivalent are a plus.
Experience: Prior experience in a help desk or technical support role is desirable.
Technical Skills: Proficiency in troubleshooting hardware, software, and network issues on Windows and/or macOS platforms. Basic knowledge of Active Directory, Microsoft Office Suite, and common business applications.
Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information clearly and concisely to non-technical users.
Problem-Solving Ability: Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues efficiently.
Customer Focus: A passion for providing exceptional customer service and a genuine desire to help end-users resolve their IT problems.
Adaptability: Ability to thrive in a fast-paced environment, prioritize tasks effectively, and adapt to changing priorities and technologies.
Team Player: Capable of working collaboratively with other team members to achieve common goals and objectives.
Software Experience: Should be familiar with troubleshooting and configuring: Windows 10 and 11 OS, Microsoft Office 365 suite, e-mail, chat, VPN connectivity applications, antivirus software. Experience with: Salesforce, Rootstock, and Freshworks are a plus.
Professional Demeanor: Project welcoming and positive attitude, show good judgement, dress appropriately for workplace (business casual), and be polite.
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.
