IT Service Desk Technician

TEKsystems•Grand Rapids, MI

5d•$18 - $20•Onsite

About The Position

One of TEKsystems clients is looking for multiple qualified candidates to support their IT department's Helpdesk Team. These roles are high paced and our client is looking for candidates that can handle the high volume of calls. This is also a great opportunity for someone to grow their skills within the IT support and have the opportunity to advance their careers within IT. They are currently looking for an individual who is looking to grow within their company. Please apply if you're interested in hearing more about the opportunity. We are looking to set up interviews as early as this week.

Requirements

1–2 years of IT Service Desk experience Required
Ability to handle the high volume of calls

Responsibilities

Under direct supervision, provides technical advice, guidance and formal or informal training to customers using hardware and software programs.
Helps colleagues troubleshoot and restore service or gather and document information for next level support.
Helps perform root cause analysis and develop checklists for typical problems.
May assist in recommending procedures and controls for problem prevention.
Contributes to maintenance of knowledge database and call tracking database to enhance quality of problem resolution.
May request procedures (or changes to procedures) for problem prevention and control.
Works in a team setting, sharing information and assisting others with calls.
Serves as the first point of contact for end users who report hardware or software issues.
Creates concise, timely and detailed written documentation of activities related to service requests, which include incidents, requests and change orders.
Demonstrates excellence in customer service skills, including patience, empathy, good listening and follow through.
Utilizes general knowledge of services and departmental functions, along with experience and established triages (or other knowledge) to resolve routine issues or provide mini training sessions for users.
May collaborate with more experienced colleagues as a team to resolve technical issues, and when needed, follow the documented processes for escalation.
Performs service restoration analysis to facilitate the quick return of functionality to users, even when the cause of an issue is not yet determined or fixed.
Remains alert for emerging call patterns as an indicator of trends or systemic issues.
Documents best practices and triages when appropriate, and works with various technical teams to create or to improve documentation, and controls to prevent future problems.
Contributes to the maintenance and support of both the knowledge and call tracking databases.
Looks for opportunities to learn from more experienced IT Support Technicians on the team.