Helpdesk Analyst

TEKsystems•Omaha, NE

2d•$20 - $23•Onsite

About The Position

We are seeking a customer-focused and technically skilled Tier 1 Help Desk Technician to serve as the first point of contact for employees and customers requiring IT support. The ideal candidate will possess exceptional customer service skills, strong troubleshooting abilities, and a passion for helping others resolve technical issues efficiently and professionally. This role is responsible for providing timely support, documenting incidents, and escalating complex issues when necessary.

Requirements

1+ years of customer service experience; IT support experience preferred.
Basic understanding of Windows operating systems, Microsoft Office 365, and common business applications.
Strong verbal and written communication skills.
Excellent problem-solving and analytical abilities.
Ability to prioritize tasks and manage multiple support requests simultaneously.
Strong attention to detail and documentation skills.

Nice To Haves

Familiarity with ServiceNow, ticketing systems, and remote support tools is a plus.
Exceptional interpersonal and relationship-building skills.
Patience, empathy, and professionalism in all customer interactions.
Active listening skills and the ability to communicate technical concepts in simple terms.
A commitment to delivering a positive customer experience.
Strong conflict resolution and de-escalation skills.
A customer-first mindset with a genuine desire to help others.

Responsibilities

Serve as the primary point of contact for IT support requests via phone, email, chat, and ticketing systems.
Deliver outstanding customer service while assisting users with hardware, software, network, and account-related issues.
Diagnose and resolve basic technical problems related to desktops, laptops, mobile devices, printers, applications, and peripherals.
Create, update, and maintain accurate support tickets and documentation.
Follow established troubleshooting procedures and service desk processes.
Escalate unresolved issues to Tier 2 or Tier 3 support teams as appropriate.
Assist users with password resets, account access, and Microsoft 365 support.
Maintain a positive and professional attitude while working with users of varying technical skill levels.
Meet established service level agreements (SLAs) for response and resolution times.
Contribute to knowledge base articles and support documentation.
Participate in system deployments, upgrades, and other IT initiatives as needed.