IT Helpdesk Support Technician

TEKsystems • Grand Rapids, MI

404d • $33,280 - $45,760 • Remote

About The Position

The IT Helpdesk Support Technician role at TEKsystems involves providing Level 1 and Level 2 phone support to enterprise customers within a fast-paced environment. This position is part of a digital transformation initiative aimed at updating IT systems and enhancing customer experience. The role offers opportunities for skill development and career advancement within the IT support field.

Requirements

• Experience in IT helpdesk support, preferably with Level 1 and Level 2 support.
• Strong troubleshooting skills for Windows devices and peripherals.
• Ability to document and manage incidents in an ITSM system.
• Excellent communication skills for internal and external support.
• Ability to work in a high-paced environment and manage multiple priorities.

Nice To Haves

• Experience with ITSM tools and incident management processes.
• Familiarity with Microsoft Office applications and operating systems.
• Knowledge of web-based applications related to policy and claim administration.

Responsibilities

• Document client requests in an ITSM Incident System and assign call incidents appropriately.
• Determine severity and impact of requests and prioritize workload based on documented procedures.
• Provide internal system support to enterprise customers and external support to agents and policyholders.
• Triage and troubleshoot client computing devices and peripherals, including mobile devices, tablets, printers, and projectors on Windows 10/11.
• Assist with and resolve call incidents primarily through the incoming ACD/phone system queue.
• Manage multiple priorities and meet established service level agreements and deadlines in a high production environment.
• Identify, evaluate, and communicate the impact of change on information systems, procedures, and workflows.
• Develop support documentation and user references for client computing.
• Maintain up-to-date technical knowledge of hardware and software analysis and troubleshooting.
• Assist agents and policyholders with company-specific web-based applications for policy and claim administration.
• Modify and maintain specific end-user application security.
• Communicate with external vendors regarding software and hardware issues.

Benefits

• Medical, Dental, and Vision Benefits Offered from Day One
• 401(k) Retirement Plan with Pre-tax and Roth post-tax contributions
• Life Insurance (Voluntary Life & AD&D for employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Paid Time Off (PTO), Vacation or Sick Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed
• Number of Employees: 10,001+ employees