Windows Desktop Support Specialist

TEKsystems•Anchorage, AK

8d•$22 - $25•Onsite

About The Position

TEKsystems is seeking 1 End User Helpdesk Support Technician for our Anchorage-based client. This will be a Monday - Friday 8- 5 position on-site in Anchorage, AK The Tier 1 End User Support Technician will be responsible for answering first-tier service desk calls. The candidate will work over the phone and via remote desktop control to resolve user issues. This position is not limited to end-user issues but may include remote server work as well, including patches, defragmentation, event log error troubleshooting, licensing, email, user and group management, and other issues as discovered. The candidate will provide technical expertise and training to end-users and system support staff. SKILLS & ABILITIES Education: Associate's degree or equivalent work experience. Experience: 1 year of Enterprise Windows OS experience. Previous Help/Service Desk experience. Computer Skills: Strong hands-on experience with Microsoft OS and Office products. Essential Functions Log all incidents and service requests and track the same through to resolution. Conduct initial diagnosis using documented processes and available tools. Ensure customer incidents and service requests are handled in a timely manner by documenting the impact to the customer and by assigning an appropriate priority and target resolution time. Open, close, or escalate tickets within service level agreements time frames. Ensure incident resolution by maintaining an action plan for incident resolution; by initiating and tracking incident escalations to technical resources, vendors, and so on; and by keeping the customer updated on the status of incident resolution. Help resolve end-user and technical problems quickly and effectively. Record incident symptoms and status information in a timely fashion. Work effectively with vendors of hardware and application software during problem resolution. Troubleshoot servers, common server applications, firewalls, routers, and network infrastructure. Configure, test, and deploy Operating system/software (upgrades, hotfixes, and other updates). Windows Server 2008, 2012, Exchange 2010, and Active Directory administration. Ensure management awareness of major incidents or incidents that are exceeding the documented target. POSITION QUALIFICATIONS Accountability - Ability to plan, organize, measure, and coordinate multiple tasks to deliver. Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others. Critical thinking - Ability to use thinking and reasoning in gathering raw data and processing that data into a meaningful form to solve problems. Business Acumen - Ability to grasp and understand business concepts and issues. Communication Skills Written & Oral - Must have excellent oral and written communication skills. Able to succinctly describe the status of the business. Conceptual Thinking - Ability to think in terms of abstract ideas. Negotiation Skills - Ability to reach outcomes that gain the support and acceptance of all parties. Problem-Solving - Ability to find a solution for or to deal proactively with work-related problems.

Requirements

Associate's degree or equivalent work experience.
1 year of Enterprise Windows OS experience.
Previous Help/Service Desk experience.
Strong hands-on experience with Microsoft OS and Office products.
Accountability - Ability to plan, organize, measure, and coordinate multiple tasks to deliver.
Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.
Critical thinking - Ability to use thinking and reasoning in gathering raw data and processing that data into a meaningful form to solve problems.
Business Acumen - Ability to grasp and understand business concepts and issues.
Communication Skills Written & Oral - Must have excellent oral and written communication skills. Able to succinctly describe the status of the business.
Conceptual Thinking - Ability to think in terms of abstract ideas.
Negotiation Skills - Ability to reach outcomes that gain the support and acceptance of all parties.
Problem-Solving - Ability to find a solution for or to deal proactively with work-related problems.

Responsibilities

Log all incidents and service requests and track the same through to resolution.
Conduct initial diagnosis using documented processes and available tools.
Ensure customer incidents and service requests are handled in a timely manner by documenting the impact to the customer and by assigning an appropriate priority and target resolution time.
Open, close, or escalate tickets within service level agreements time frames.
Ensure incident resolution by maintaining an action plan for incident resolution; by initiating and tracking incident escalations to technical resources, vendors, and so on; and by keeping the customer updated on the status of incident resolution.
Help resolve end-user and technical problems quickly and effectively.
Record incident symptoms and status information in a timely fashion.
Work effectively with vendors of hardware and application software during problem resolution.
Troubleshoot servers, common server applications, firewalls, routers, and network infrastructure.
Configure, test, and deploy Operating system/software (upgrades, hotfixes, and other updates).
Windows Server 2008, 2012, Exchange 2010, and Active Directory administration.
Ensure management awareness of major incidents or incidents that are exceeding the documented target.