New

Help Desk Analyst

TEKsystems
$25.00 - $27.50 / hr
life insurance, sick time, 401(k), retirement plan
United States, Michigan, Southfield
Jan 21, 2025
Description Job Summary: With the goal of providing superior service and first contact resolution, delivers front line technical support to customers via multiple communication channels in a customer contact center environment. Uses detailed instructions, established procedures and prescribed guidelines to resolve technical issues and complete tasks for end users. This position is 100% on the phones. Job Duties: Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area. Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership. Utilizes knowledge management tools to help resolve client issues. Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements. Assists customers in performing basic software installations. Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems. Escalates trends and outages as needed to leadership and for Service News postings. Manages time in customer contact center setting and documents time via activity codes. Utilizes required activity codes to provide awareness of non-phone related activities. Required Skills At least 3 years of recent help desk troubleshooting experience in a call center environment Basic technical knowledge of the following: Installing, troubleshooting and maintaining computer hardware and software Basic technical knowledge of the following: operating systems (OS), mobile devices, networking, business applications and security products Available to work non-standard shifts including nights, weekends and some holidays Very strong written and oral communication skills Strong analytical and problem solving skills Pay and Benefits* The pay range for this position is $25.00 - $27.50 * 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) Workplace Type This is a hybrid position in Southfield,MI. Application Deadline This position will be accepting applications until Jan 31, 2025. 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.