Help Desk Support

TEKsystems•Saint Petersburg, FL

6d•$27 - $29•Hybrid

About The Position

We are seeking a highly motivated and technically proficient professional to join our team in a high-volume, metric-driven call center within the financial services industry. This role requires an individual who can balance strong technical troubleshooting capabilities with exceptional customer service skills in a fast-paced environment. The ideal candidate will be comfortable handling a high volume of calls, meeting performance metrics, and delivering a seamless support experience to end users. Success in this role depends on the ability to quickly diagnose technical issues while maintaining professionalism, empathy, and clear communication with clients. This position will require working non-standard shifts, including nights, weekends, and holidays. There may also be a possible mandatory two-week furlough at the end of the calendar year.

Requirements

Active Directory (user and access management)
Multi-Factor Authentication (MFA) technologies
FIDO passkeys
Microsoft 365 and Microsoft Office Suite
Windows OS troubleshooting
Adobe product support
Mobile Device Management (MDM) technologies
Citrix or virtual desktop environments
In-house/internal software troubleshooting
Web-based application troubleshooting
Browser troubleshooting
Foundational networking concepts, including: VPN, Wi-Fi, TCP/IP
Printer and scanner troubleshooting
Help desk support
Help desk
Troubleshooting
Customer service
Service desk
Windows
Support
Phone support
Ticketing system
Servicenow

Nice To Haves

New Hire training is a lot like going “back to school”. The trainers will expect everyone to participate, be engaged, take notes, and ask questions.
Quizzes will be administered throughout the training period to assess your learning progress.
There will be a final test at the end of the training period in which a score of 80% or higher is required to graduate from training. If you do not receive at least an 80% or higher, your assignment with Raymond James will be ended. Associates cannot retake quizzes or tests.

Responsibilities

Serve as the first point of contact for technical support in a high-volume call center environment
Troubleshoot and resolve hardware, software, and connectivity issues
Achieve defined performance metrics, including After Call Work (ACW), schedule adherence, and quality standards
Communicate technical solutions clearly to non-technical users
Document issues, resolutions, and interactions accurately
Use internal knowledge bases and tools to drive faster, more consistent resolutions
Manage time effectively in a metrics driven call center environment