Service Desk Technician

TEKsystems • Cary, NC

7d • $20 - $25 • Onsite

About The Position

The IT End User Support Analyst provides Tier 2 support to onsite and remote end users experiencing hardware and software issues. The role emphasizes excellent customer service, analytical and problem-solving skills, timely handling of service tickets, and compliance with helpdesk policies and procedures. The technician supports users at onsite and remote locations and works independently as well as collaboratively with colleagues across global locations.

The position is a contract assignment based onsite in Cary, North Carolina. Candidates should have hands-on experience with Microsoft Windows, Office 365, Active Directory, remote desktop assistance software, and incident management or service request portals. U.S.-based candidates, unless currently employed by WCG, must have received or be willing to receive the COVID-19 vaccine by the start date, where permitted by applicable law and subject to applicable accommodations or exemptions.

Requirements

• Associate degree; the posting notes that education requirements may be flexible because of the temporary nature of the assignment.
• At least 2 years of helpdesk or desk-side support experience in a medium-to-large enterprise with documented policies and procedures.
• At least 2 years of Tier 2 support experience for onsite and remote end users using desktops, laptops, docking stations, monitors, and related devices.
• At least 2 years of experience and working knowledge of Active Directory, MS Exchange, Office 365, Windows 7 and 10, enterprise-class printers, conference-room AV, telephony equipment, and related Microsoft tools.
• Good understanding and working knowledge of IT networks, including LAN, WAN, routers, and switches.
• Ability to quickly grasp new concepts and acquire new skills.
• Ability to follow documented standards and procedures.
• Ability to contact hardware and software vendors and work with their engineers to escalate investigation and resolution of problems.
• Ability to work independently and efficiently and collaboratively with team members across several global locations.
• High energy, accountability, initiative, and innovation.
• Excellent written and verbal communication skills.
• Strong customer service, analytical, and problem-solving abilities, and ability to complete work without direct supervision.

Nice To Haves

• Computer Science or a related discipline.
• CompTIA A+, Network+, and/or Microsoft Certified Solutions Associate (MCSA) Windows 10 certification.
• Certificates are preferred.
• Experience with Bomgar or similar remote desktop assistance software and JIRA, SysAid, or similar incident management and service request portals.
• Experience with Microsoft Windows 7, 8, and 10 and Office 365.

Responsibilities

• Provide Tier 2 IT support to onsite and remote end users on hardware and software issues.
• Monitor incident and service request queues, take tickets, troubleshoot issues, and resolve them promptly while meeting applicable service-level targets.
• Monitor and review IT systems health reports and dashboards, and handle related assigned tasks.
• Comply with relevant helpdesk and IT policies and procedures.
• Complete assigned tasks and projects on time without direct supervision.
• Assist with installation and builds of PC hardware and software as needed.
• Respond to off-hours support requests in emergencies.
• Manage and maintain onsite desktop and laptop inventory, if necessary.
• Participate in meetings, compliance activities, and job-related training, including SOP reading and certification activities, as required.
• Participate in root cause analysis and related documentation and communication.
• Support other business matters as assigned.

Benefits

• Medical, dental, and vision coverage, if eligible.
• Critical illness, accident, and hospital coverage, if eligible.
• 401(k) retirement plan with pre-tax and Roth post-tax contributions available, if eligible.
• Voluntary life insurance and AD&D coverage for the employee and dependents, if eligible.
• Short- and long-term disability coverage, if eligible.
• Health Spending Account (HSA), if eligible.
• Transportation benefits, if eligible.
• Employee Assistance Program, if eligible.
• Time off or leave, including PTO, vacation, or sick leave, if eligible.

What This Job Offers

• Career Level: Mid Level
• Education Level: Associate degree