Service Desk Technician

TEKsystems • Austin, TX

6d • $23 - $24 • Hybrid

About The Position

We are seeking a Service Desk Technician to provide first and second-level technical support in a fast-paced enterprise environment. This position requires strong troubleshooting abilities, excellent customer service skills, and experience supporting users through both phone and chat channels.
The ideal candidate will have experience supporting Windows environments, Microsoft 365 applications, ticketing systems, and remote support tools while delivering exceptional customer service.

Requirements

• 2+ years of Help Desk, Service Desk, Desktop Support, or Technical Support experience
• Experience supporting users in an enterprise environment
• Strong knowledge of: Windows 10/11, Microsoft 365, Active Directory, VPN troubleshooting, SCCM and remote support tools
• Experience working with ticketing systems such as ServiceNow, Remedy, SmartIT, or Cherwell
• Previous phone and chat support experience
• Ability to manage multiple priorities and support multiple chat sessions simultaneously
• Strong verbal and written communication skills
• Ability to type at least 40 WPM

Nice To Haves

• Associate's or Bachelor's degree in Information Technology or a related field
• Experience supporting Mac OS devices
• Basic understanding of networking and systems administration

Responsibilities

• Provide technical support for desktops, laptops, printers, mobile devices, and related hardware
• Troubleshoot and resolve issues involving Windows 10/11, Microsoft 365, VPN, Citrix, and other business applications
• Manage and resolve support tickets while meeting service level expectations
• Support users through phone, chat, and remote support sessions
• Perform account administration tasks, including password resets and user access management
• Escalate complex issues when necessary and provide timely updates to customers
• Utilize knowledge base articles and standard operating procedures to resolve issues efficiently
• Maintain accurate documentation of incidents and resolutions
• Deliver excellent customer service to both technical and non-technical users

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree