Help Desk Support

TEKsystems•Littleton, CO

1d•$27 - $29•Hybrid

About The Position

Our financial services client is hiring for the (TSC) Team. Their help desk is currently 84 agents (FTE and contractors), they support several thousand internal users, hundrets of applications from microsoft to proprietary. Users can expect to take anywhere from 10-30 calls a day, the desk takes 800-1100 calls per day. They use servicenow as their ticketing system. With the goal of providing superior service and first contact resolution, delivers front line technical support to customers via multiple communication channels in a customer contact center environment. Uses detailed instructions, established procedures and prescribed guidelines to resolve technical issues and complete tasks for end users. This position is 100% on the phones. Job Duties: Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area. Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership. Utilizes knowledge management tools to help resolve client issues. Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements. Assists customers in performing basic software installations. Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems. Escalates trends and outages as needed to leadership and for Service News postings. Manages time in customer contact center setting and documents time via activity codes. Utilizes required activity codes to provide awareness of non-phone related activities. About the Technology Service Center TSC Representatives will work a hybrid schedule in office 8 days per month. While working remotely, candidates must have a suitable area to work, reliable internet access, and availability to work an 8 hour shift between the hours of 6:30am-9:00pm EST. Job Summary: With the goal of providing superior service and first contact resolution, delivers front line technical support to customers via multiple communication channels in a customer contact center environment. Uses detailed instructions, established procedures and prescribed guidelines to resolve technical issues and complete tasks for end users. This position is 100% on the phones. Job Duties: • Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area. • Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership. • Utilizes knowledge management tools to help resolve client issues. • Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements. • Assists customers in performing basic software installations. • Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems. • Escalates trends and outages as needed to leadership and for Service News postings. • Manages time in customer contact center setting and documents time via activity codes. • Utilizes required activity codes to provide awareness of non-phone related activities.

Requirements

At least 3 years of recent help desk troubleshooting experience in a call center environment
Basic technical knowledge of the following: Installing, troubleshooting and maintaining computer hardware and software
Basic technical knowledge of the following: operating systems (OS), mobile devices, networking, business applications and security products
Available to work non-standard shifts including nights, weekends and some holidays
Very strong written and oral communication skills
Strong analytical and problem solving skills
Maintaining a professional demeanor at all times as they will be handling calls from various levels of RJ employees

Responsibilities

Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area.
Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership.
Utilizes knowledge management tools to help resolve client issues.
Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements.
Assists customers in performing basic software installations.
Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems.
Escalates trends and outages as needed to leadership and for Service News postings.
Manages time in customer contact center setting and documents time via activity codes.
Utilizes required activity codes to provide awareness of non-phone related activities.