Technical Support

TEKsystems
$55,016.00 / yr
life insurance, sick time, 401(k), retirement plan

Nov 05, 2024
Job Summary: The Technology Support Technician is responsible for providing first level support for all incoming Help Desk requests via telephone, e-mail and walk-in. This role will provide courteous, timely, and effective resolution of customer issues. The duties include taking phone calls from business users or communicating with them through messaging platforms, helping users diagnose technical issues over the phone or in person, and speaking with them about installing hardware or software on their computers. This position will also be responsible for escalating requests when appropriate to other technology support team members to assist with resolving reported issues in a timely manner and with a high degree of focus on customer satisfaction. Duties/Responsibilities: Handle customer technical support cases through phone and email submission. Accurately document all updates and resolution steps in ticketing system for reported issues. Maintain effective and timely communication with staff on status of their reported issues through resolution. Assist in the set-up and installation of new personal computer equipment. Assist in administration of computer equipment changes resulting from personnel changes, including new hires, terminations, transfers, etc. Install new hardware and software upgrades in accordance with established procedures and software licensing agreements. Work with and train end-users with various degrees of computer knowledge. Provide guidance and explain policies and procedures to end-users. Monitor computer virus activity and assist in the deployment of virus protection software on personal computers. Participate in on-call rotation as needed. Apply standard principles, concepts and techniques to identify and resolve semi-complex user problems with a high level of detail and accuracy. Assist with updating infrastructure documentation. Assist with updating policies, procedures and best practices as needed. Participate as a team member in a collaborative environment. Actively contribute to completion of team goals and assigned tasks. Typically work under direct and frequent supervision while performing routine duties using established procedures. Perform other duties as assigned. Required Skills / Abilities: Effective oral and written communication skills and strong interpersonal skills Analytical and problem-solving abilities. Effective time management skills and strong attention to detail Perform duties with a high level of accuracy. On-time regular attendance. Education & Experience: Associate degree or an equivalent combination of education and experience 1-3 years of related experience in a call center or help desk environment. Working knowledge of routine work technologies and applications. Basic understanding of computer networks. Familiarity with mobile devices. Working Conditions: Ability to sit for extended periods of time assisting users on the telephone or in person. Ability to lift and move up to 50 pounds of computer hardware and related equipment. Work performed in a general office environment. Flexibility to work days, evenings and weekends as needed. TTPS a plus. Benefits: Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: 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) About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.