Helpdesk Support Specialist

TEKsystems•Columbia, MD

1d•$21 - $23•Onsite

About The Position

Our customer is in need of a Helpdesk Technician to join the IT Operations team which consists of the Supervisor and two other technicians. On any given day the technician will take 10-30 tickets per day. The end users can call, email or put a ticket in for resolution. The support can be in person or remote. Common remote tools are LogMeIn Rescue and Microsoft Teams. Other common tools and technologies and what's required with each are. Active Directory- Reset Passwords, Review Group Membership Windows OS- Troubleshoot basic functions, printing, network connectivity, access to file shares, Windows and application updates, scanning for malware, imaging of hardware. O365- Troubleshooting access issues, documenting requirements and escalating where appropriate. The technician will also be required to document properly and update knowledge articles in Track-IT the ticketing system our customer uses.

Requirements

Imaging
Customer service
Hardware troubleshooting
Office 365 troubleshooting
Windows OS troubleshooting
Active Directory password resets and group membership review
LogMeIn Rescue
Microsoft Teams
Track-IT ticketing system

Responsibilities

Take 10-30 tickets per day.
Provide support via phone, email, or ticketing system.
Offer in-person or remote support.
Reset passwords and review group membership in Active Directory.
Troubleshoot basic Windows OS functions, printing, network connectivity, and access to file shares.
Manage Windows and application updates.
Scan for malware.
Perform imaging of hardware.
Troubleshoot Office 365 access issues.
Document requirements and escalate issues where appropriate.
Document properly and update knowledge articles in Track-IT.