Desktop Support Analyst

Description

The Desktop Technician (Contractor) will provide customer service and technical support to all employees and contractors and is responsible for providing resolutions through expert problem identification, analysis and appropriate troubleshooting. This position will receive trouble tickets via email, ticketing system or telephone and are responsive and effective in creating tickets, resolving tickets and/or coordinating escalation for resolution.

Responsibilities

• Provide professional support to employees/contractors through email, phone and a ticketing system

• Handle incoming calls, tickets and emails timely and within service level timelines while providing excellent customer service to clients

• Ensure tickets are created for all client interactions

• Understand and deliver on ticket escalation protocols

• Own the responsibility of your tickets by ensuring statuses are kept current, documentation is clear and issues are resolved. Tickets must be updated in real time as events and actions occur

• Report progress to clients and notifying them of resolutions through various types of documentation

• Create documentation on frequently asked questions for use with other Service Desk Analysts or proactively on the clients application

• Maintain compliance with all appropriate regulatory requirements including HIPAA

• Perform other duties as assigned

Skills

Support, Windows 10, Troubleshooting, Desktop, Active directory, Hardware

Additional Skills & Qualifications:

• Strong problem solving, time management, flexibility and communication skills

• A successful track record of troubleshooting complex problems

• Strong problem solving and listening skills coupled with patience to be able to assist our end users with the questions and issues they may be experiencing

• Passionate and eager to learn new skills

• Demonstrated strong organizational skills

• Thrives in a team environment but is also self sufficient

• Must have the ability to multi-task, organize and document many tasks at one time

• Strong ability to clearly document issues and resolutions

• Ability to adapt to an ever-changing environment

• Commitment to customer satisfaction

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.