Desktop Support
About The Position
TEKsystems is looking for a Technical Support Specialist responsible for resolving routine and non-routine desktop issues and requests. This role involves escalating issues as appropriate, acting as a technical escalation point, and maintaining a high level of customer satisfaction. The specialist will comply with desktop group practices and procedures, update remedy and other data repositories in a timely manner, and identify technical and process issues to recommend improvements. Achieving target ticket volumes and resolution levels is a key responsibility, along with compliance with applicable corporate policies and procedures. Maintaining productive relationships with peers, management, and clients is also essential.
Requirements
- Technical Support Specialist experience
- Ability to monitor individual queue to resolve routine and non routine desktop issues and requests
- Ability to escalate issues as appropriate and act as a technical escalation point
- Ability to maintain a high level of customer satisfaction
- Ability to comply with the desktop group practices and procedures
- Ability to update remedy and other data repositories (e.g. knowledge base) as appropriate in a timely manner.
- Ability to identify technical and process issues and recommend improvements
- Ability to achieve target ticket volumes and ticket resolution levels
- Responsible for compliance with applicable corporate policies and procedures.
- Ability to maintain productive relationships with peers and management in IT and the clients whose issues are being worked on
- Ability to follow the processes, practices established for the group
Responsibilities
- Constantly monitor individual queue to resolve routine and non routine desktop issues and requests
- Escalate issues as appropriate and act as a technical escalation point
- Maintain a high level of customer satisfaction
- Comply with the desktop group practices and procedures
- Update remedy and other data repositories (e.g. knowledge base) as appropriate in a timely manner.
- Identify technical and process issues and recommend improvements
- Achieve target ticket volumes and ticket resolution levels
- Responsible for compliance with applicable corporate policies and procedures.
- Maintains productive relationships with peers and management in IT and the clients whose issues are being worked on
- Follows the processes, practices established for the group
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)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
