Help Desk Technician

TEKsystems

2d • $18 - $20 • Hybrid

About The Position

The Help Desk Technician has a very wide array of tasks all surrounding in-bound contacts via phone calls, emails, and chats. This role is responsible for supporting end users in a 24x7 capacity around the globe, with majority of locations based in USA. The calls vary from a very quick password reset that require very little effort, to mid-level troubleshooting to triage and/or resolve issues.
The successful candidate will be working hybrid schedule as part of a larger team.
While the Client will provide a company laptop, there are some physical needs that the candidate will need to provide:
Secure/quiet location to work
Personal high speed internet connection (no hot spots or public internet locations)
Cell phone with good reception
Speakers/Mic to ensure quality audio during conversations, a USB headset will also be provided.

Requirements

• 1-2 years of helpdesk / call center experience
• 1-2 years of experience working with “help desk ticketing tools” i.e. Service Now, Ivanti
• Experience supporting work-from-home end-users
• Experience working remotely as a team member
• Ability to troubleshoot common Windows related issues
• Working knowledge of Active Directory
• Working knowledge of Domain hierarchy
• Working knowledge of Microsoft Windows OS
• Microsoft Office Products including: Word, Excel, Outlook, PowerPoint, Teams
• Troubleshooting VPN Clients
• Strong written and oral communication
• Ability to learn and troubleshoot custom applications
• Ability to search knowledge documentation and past tickets for solutions
• Great “people skills” with demonstrated ability to communicate with a wide verity of end users including many that have little or no “technical” skills.
• The ability to listen to the end user and understand their needs and perspectives.
• Sense of urgency in supporting the end user – returning the ability for them to perform their job.

Responsibilities

• Supporting end users in a 24x7 capacity around the globe via phone calls, emails, and chats
• Password resets
• Mid-level troubleshooting
• Triage and/or resolve issues

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees