Technical Support

TEKsystems•Saint Louis Park, MN

2d•Onsite

About The Position

This Service Desk team will provide customer service and technical support to all company employees and is responsible for providing resolutions through expert problem identification, analysis and appropriate troubleshooting. This position will receive trouble tickets via email, ticketing system or telephone and are responsive and effective in creating tickets, resolving tickets and/or coordinating escalation if needed for resolution.

Requirements

2+ years of helpdesk support experience in a corporate environment
Working knowledge of computers (hardware and software), Service Now or other IT ticketing systems, wireless technologies, Office 365, Active Directory, networking and Windows operating systems
Exceptional communication skills, both verbal and written, with the ability to communicate effectively with all different types of end users
Strong problem solving, time management, and communication skills
A successful track record of troubleshooting complex problems and 1st call resolution
Strong problem solving and listening skills coupled with patience to be able to assist end users with the questions and issues they may be experiencing
Demonstrated strong organizational skills
Must have the ability to multi-task, organize and document many tasks at one time
Strong ability to clearly document issues and resolutions
Ability to adapt to an ever-changing environment
Commitment to customer satisfaction

Nice To Haves

Passionate and eager to learn new skills
Thrives in a team environment but is also self sufficient

Responsibilities

Handle incoming calls, tickets and emails timely and within service level timelines while providing excellent customer service to clients
Ensure tickets are created for all client interactions
Understand and deliver on ticket escalation protocols
Own the responsibility of tickets by ensuring statuses are kept current, documentation is clear and issues are resolved. Tickets must be updated in real time as events and actions occur
Report progress to clients and notifying them of resolutions through various types of documentation
Create documentation on frequently asked questions for use with other Service Desk Analysts
Maintain compliance with all appropriate regulatory requirements including HIPAA
Perform other duties as assigned time as events and actions occur