It Support Engineer

TEKsystems•High Point, NC

6d•$20 - $27•Hybrid

About The Position

The Support Analyst I is responsible for providing day-to-day technical support to customers for a range of hardware and software related systems. They are responsible for resolving and/or escalating complex and unique technical incidents as well as fulfilling service requests within specified SLA’s. They will respond to and diagnoses problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation. They provide effective and timely resolution of users’ problems, queries or complaints. Their daily responsibilities also encompasses desktop and laptop imaging, desktop and laptop inventory management, mobile device setup and support (including smartphones and tablets), documentation development and customer facing FAQ guidelines, report generation of daily incident, requests, telephony and associated survey responses. They are also responsible for outage tasks such as the coordination of widespread severe incident remediation activities. They will cross- train other team members and take on a leadership role in various projects.

Requirements

Help desk support
remote access call center software
helpdesk
sccm
vpn
active directory
software installation
Imaging
Technical support
Customer service
3+ years of experience within Service Desk and/or onsite Desktop Support role
Active Directory troubleshooting experience (add/remove users, moving profiles, terminating user profiles, locate Bit Locker code in AD)
Ticketing experience (prefer ServiceNow)
Excellent customer service skills
Strong communication and multi-tasking skills (handling high volume of requests via ticketing and chat systems - must be able to prioritize tasks)

Nice To Haves

Basic troubleshooting experience with: Outlook, O365, Microsoft Teams, Windows 10/11, Intune, Software installs, Blue Screen of death (BSOD)
Remote troubleshooting experience or "remoting in"

Responsibilities

Support Analyst will be logged in at all times to answer calls, and monitor self service queues and requests.
Provide complex and unique technical troubleshooting assistance to customers across all business units.
Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
Assess situations and recognize when escalation is needed and/or required.
Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.
Delivery various reports.
Develop documentation and customer facing FAQ's.
Recommend improvements for quality and consistency.