Helpdesk - Support Services Tech

Equivalent Experience

Description:

General Purpose

Provide first-level technical support of computer software and hardware products and services. Respond to and diagnose problems through discussions with users. This includes problem recognition, research, isolation, and resolution steps. Resolve basic to moderately complex problems while referring more complex problems to lead level technicians. Assist users inquiring how to use specific software, electronic mail, or operating systems. Use existing processes and tools (e.g., problem management database and help desk systems) to proactively support office staff and equipment. This position will handle calls as their primary duties as well as work tickets and may be asked to help with projects.

Job Duties and Responsibilities:

Perform troubleshooting and repairs of Windows 10 as well as some Apple products.

Perform troubleshooting on Network Printer and Multifunctional Devices as well as Home Office Printers.

Perform troubleshooting and have a working knowledge of Office365.

Knowledge of accessing systems remotely via remote tools such as Teamviewer

Perform troubleshooting on remote VPN connectivity

Perform troubleshooting on network drive access

Work daily with Active Directory with knowledge on resetting passwords and assigning users and computers to groups.

Perform troubleshooting on mobile devices, iPhone/iPad and Android.

Work daily with internal customers via phone, and email, with the occasional walk ups.

Accurately record all work and troubleshooting in tickets in ServiceNow Ticketing system.

Maintain positive, professional attitude always.

Other duties may be assigned as required.

Minimum Requirements

Education and Experience

Associate degree in related field of study preferred

Bachelors Degree preferred

1-2 years of experience in MS Windows environment handling Level 1 calls

Certifications are preferred

Experience handling desktop and laptop break/fix support

Experience using and troubleshooting MS Office (O365) products

Experience using ticketing systems, ServiceNow preferred

Experience managing and troubleshooting Windows 7 and 10 workstations

Knowledge, Skills and Abilities

Able to demonstrate superior customer service skills.

Able to communicate and translate complex technical topics into easy to understand concepts.

Able to communicate clearly and effectively, both verbally and in writing.

Able to clearly document technical processes.

Able to proficiently manage and troubleshoot Microsoft desktop operating systems.

Able to ask directed and logical questions to determine problem causation and follow documented processes to a successful resolution.

Working knowledge of Active Directory Users and Comp.

Working knowledge of Apple products including iPhone, iPad and Mac Computers

Must be able to read, write and speak English

• Is this position onsite or remote?

6 weeks of training in the office then go remote. Will need to come in when they do on call for the on call hand off of the phone on Mondays when they are on call. We ask that any candidate be in the Kansas City area.

• Is there a designated shift? Training the shift will be 7-4. When on call the shift is 10-7. Otherwise I need someone that can work within any of our shifts between 7am to 7pm.
• Are there particular Covid policies that need to be followed or vaccination requirements? Not at this time. But depending on the CDC recommendations those can change

Skills:

Support, Active directory, Windows 10, Help desk, Customer service, Sccm, Office 365, Servicenow, Outlook, remote support, remote troubleshooting, troubleshooting, o365, technical support, Mac support, network printer support, mobile devices, Windows 10 support

Additional Skills & Qualifications:

O365 Support

Windows 10

End User Troubleshooting

Experience Level:

Intermediate Level

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.