Technical Support - Service Desk

TEKsystems•Minneapolis, MN

1d•$20 - $28•Onsite

About The Position

Provide Help Desk support by being point of contact for internal users seeking technical assistance on issues related to software, hardware, and network connectivity; analyze and troubleshoot software and hardware issues through resolution. Assist users with smartphone and mobile device network connectivity issues. Provide Hardware Support by maintaining firm assets, including installing, configuring, diagnosing, repairing and upgrading firm hardware including PCs, thin clients, and scanners while ensuring optimal performance. Maintain an up-to-date firm asset inventory.

Requirements

Troubleshooting
windows support
outlook
ticketing system
customer service oriented
Technical support
Customer service
Help desk support
Windows 10
Desktop
Support
Help desk

Responsibilities

Troubleshoot and assist callers in solving systems, software, hardware, and procedural problems.
Ensures issues are tracked through resolution in a timely manner; works with internal IT team or external technical support as needed for resolution of unresolved issues.
Maintain a ticketing system for tracking purposes of all help desk calls with detailed and accurate documentation of assistance provided; analyze call ticket history to discover any underlying issues or trends.
Assist in setup of AV equipment in conference rooms; assists users with email account setup on smartphones.
Set up user workstations; handle moving and hookup of equipment during office moves; install and configure the firm’s computer hardware operating systems and applications on thin clients and PCs; manage and configure UI for scanners; diagnose and solve hardware faults; escalate unresolved hardware problems to external support vendor when needed.
Maintain hardware inventory database; manage firm’s check-out pool of hardware, including laptops, mobile hotspots, etc.
Create and maintain detailed instructional documentation of all processes performed.
Assess and track down resolutions to internal customer issues and requests with a sense of urgency and resolve to provide an answer or update on the status of the incident or request.
Other duties may be assigned.