Help Desk Support Technician

TEKsystems•Springfield, MO

4d•$38 - $40•Onsite

About The Position

The Service Desk Analyst – Regional Support role is primarily responsible for providing first level technical support to end users through the Service Desk. This position is 100% Service Desk focused. This resource ensuring consistent user experience, timely incident resolution, and local hands-on support. The position requires strong customer service skills, technical troubleshooting ability, and collaboration with internal IT teams to ensure timely incident resolution and a positive end-user experience.

Requirements

Help desk support
Customer support
Customer service
Troubleshooting
Service desk
Active directory
Windows 10
Help desk
Technical support
Phone support
Windows operating systems
Ticketing system
ServiceNow
Customer Focus
Problem Solving
Active Listening
Clear Communication
Multitasking
Collaboration
Organization
Adaptability
Attention to Detail

Nice To Haves

Some hands-on deskside or field support experience.
Associate’s or Bachelor’s degree in Computer Science or related field.
IT certifications such as A+, Network+, Security+, Microsoft certifications, or similar.

Responsibilities

Serve as the primary point of contact for end-user IT support via phone, email, and ticketing system.
Respond to and resolve incidents and service requests related to hardware, software, applications, and access issues.
Accurately log, document, and manage tickets in the IT Service Management tool (e.g., ServiceNow).
Diagnose issues by gathering detailed information, asking clarifying questions, and following established troubleshooting procedures.
Resolve tickets using published Knowledge Base (KB) articles and documented processes.
Escalate incidents to higher-level support teams when necessary, following defined escalation procedures.
Adhere to Service Level Agreements (SLAs) for response and resolution times.
Act as a trigger for critical incident management by notifying appropriate technical and incident management teams.
Coordinate with technical teams to provide timely and accurate updates to users until resolution.
Participate in knowledge base creation, updates, and continuous improvement activities.
Identify recurring issues and communicate trends or operational challenges to leadership.
Maintain a high level of customer service and professionalism in all interactions.