Help Desk Support

TEKsystems•Des Plaines, IL

7d•$20 - $24•Hybrid

About The Position

Job Description Summary: The position provides first-line remote support to end-users experiencing difficulties with computer hardware and with computer applications and communications software. The position responds to non-complex, level 1 issues and escalates level 2 issues accordingly under limited/minimal direct supervision. Common issues will be password resets, AD issues, etc. There will be a training period upon start to learn current systems. Job Responsibilities (listed in order of importance and/or time spent): •Address initial telephone or email request from Users, including logging call activity •Provide both routine and detailed technical advice, guidance, and support to end users •Experiencing difficulties using corporate IT systems, products, and services •Resolve technical software and hardware operating or network difficulties •Provide technical support including problem diagnosis, repair, setup, configuration, etc. •Ensure proper recording, documentation and closure •Demonstrate, install, and commission corporate IT products, services, and upgrades of hardware and software systems •Identify opportunities and risks associated with changes in the environment •Assist with planning requirements for the installation and commissioning of operating or network systems •Provide routine end user training •Emulate or reproduce technical problems encountered by users •Apply all relevant technical standards, procedures, and tools •Prioritize problem resolution, monitor progress, and apply escalation procedures

Requirements

College Degree in Computer Science, or the equivalent combination of education, training, and experience.
Minimum 2 years’ experience in the IT Service and Support area. Specific, previous job experience in a Service Desk environment.
Able to communicate clear and consistent information. Gather and interpret relevant data and information.
Strong technical understanding of the various hardware, software, and networking systems being supported.
Self-motivated and goal oriented.
Knowledge of and demonstrated experience using software to troubleshoot problems and prepare reports
(e.g. Microsoft Word, Excel, Access, etc.).
Use computer technology to solve a variety of complex problems. Knowledge of Windows based products, PC operating systems and local area networks.
Explain complex information simply and accurately. Pay attention to detail and work effectively under pressure.
Think analytically and problem solve. Maintain flexibility in thinking - flexibility and adaptability to quickly respond to changing priorities.
Exhibit patience and avoid escalating existing frustration levels.
Empathy – ability to put self in the position of the end user experiencing IT systems challenges.
Customer-friendly attitude and the ability to work in a team environment.

Nice To Haves

Experience with Service Now; Workday Enterprise Cloud; HP and IBM hardware.
ServiceNow
Windows 60% / Mac 40% of environment.

Responsibilities

Address initial telephone or email request from Users, including logging call activity
Provide both routine and detailed technical advice, guidance, and support to end users
Experiencing difficulties using corporate IT systems, products, and services
Resolve technical software and hardware operating or network difficulties
Provide technical support including problem diagnosis, repair, setup, configuration, etc.
Ensure proper recording, documentation and closure
Demonstrate, install, and commission corporate IT products, services, and upgrades of hardware and software systems
Identify opportunities and risks associated with changes in the environment
Assist with planning requirements for the installation and commissioning of operating or network systems
Provide routine end user training
Emulate or reproduce technical problems encountered by users
Apply all relevant technical standards, procedures, and tools
Prioritize problem resolution, monitor progress, and apply escalation procedures