Helpdesk Support Analyst

TEKsystems
$18.00 - $19.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Maryland, Baltimore
Nov 12, 2024
Our client is hiring a Tier 1 IT Helpdesk Technician. This person will be responsible for all standard IT helpdesk support duties (including internal and external calls). The primary responsibilities of the position will include calls from external customers related to accessing account information through various types of media including Internet and phone access. The position answers calls from internal customers who are requesting support to successfully and efficiently complete their job responsibilities. Troubleshooting and diagnosis of technical issues for users Handle all incoming technical support problems using ServiceNow ticketing system and other systems as required. Escalate problems to Level II and supervisor based on department operations and procedures as necessary. 40% of calls are password resets. The desk supports over 400 apps, but about 12 of them account for 80% of the calls regarding apps. The average call is 6-7 minutes and the goal is to be on the phone for 70% of every hour. 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.