Tier 1 - Windows End User Support

TEKsystems
$20.00 - $25.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Alaska, Anchorage
Nov 12, 2024
External Job Description 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 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. SKILLS & ABILITIES Education: Associate's degree or equivalent work experience. Experience: (1) One year of professional Windows OS experience. Previous Help/Service Desk experience. * Computer Skills: Strong hands-on experience with Microsoft OS and Office products. o 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.