Helpdesk Support Analyst

TEKsystems•Brookhaven, GA

4d•$20 - $20•Hybrid

About The Position

We are seeking a customer-focused Tier 1 Helpdesk Technician to provide remote support for internal employees. This role involves troubleshooting connectivity issues, assisting with VPN and remote access setup, and managing tickets in a fast-paced environment. The ideal candidate is organized, detail-oriented, and able to follow established scripts and processes to ensure efficient resolution of issues.

Requirements

Strong customer service skills and ability to communicate effectively over the phone.
Experience with VPN troubleshooting and remote access configuration.
Previous helpdesk experience, including ticket management and script-based troubleshooting.
Ability to work independently and manage multiple tasks in a fast-paced setting.

Nice To Haves

Familiarity with Windows and Microsoft Office environments preferred.

Responsibilities

Deliver exceptional customer service over the phone, guiding internal employees through technical issues with professionalism and clarity.
Assist users with VPN connectivity and remote access setup, ensuring secure and reliable connections.
Manage incoming helpdesk tickets, process requests accurately, and follow scripts to resolve issues efficiently and maintain queue flow.
Document all interactions and resolutions in the ticketing system, ensuring accurate and timely updates.
Escalate complex issues to higher-level support when necessary, providing detailed notes for continuity.
Maintain knowledge of common troubleshooting steps and adhere to company standards for technical support.