Tier 1 Service Desk

Description

A Service Desk Technician provides first-level end-user support and incident diagnosis for Republic our clients applications, endpoints, and infrastructure. A Service Desk Technician acts as a single point of contact between the end-user and other IT resources. This position also documents incoming interactions and their resolutions and manages ticket routing and incident resolution with other IT resources.

Top skillsets

• Active Directory: PW resets, adding and removing users from groups, assigning policies

• O365 support: Teams, Outlook, Excel, Sharepoint, etc.

• VPN connectivity Troubleshooting

• Phone support or Desktop support

• Ticketing System

PRINCIPAL RESPONSIBILITIES

• Responds to incoming interactions initiated via phone.

• Fulfills incoming service requests.

• Diagnoses and troubleshoots incidents with endpoint hardware, enterprise applications, locally installed software, and other industry standard technologies.

• Uses the IT Service Management tool to accurately document all incoming Interactions and resolutions.

• Appropriately escalates incidents as required and monitors resolution progress until the incident is resolved to the caller's satisfaction.

• Keeps IT Service Desk team and management informed of any new support issues in a clear and timely manner.

• Research support issues when resolutions are not readily attainable by checking available resources including, but not limited to, the IT Service Management tool, external knowledge bases, software manuals, and via collaboration with other team members.

• Works to consistently improve call handling, documentation quality, overall end-user experience, and resolution processes.

• Performs other job-related duties as assigned or apparent.

Additional Skills & Qualifications:

MINIMUM QUALIFICATIONS

• High School Diploma or G.E.D.

• Experience with supporting and troubleshooting modern IT endpoint hardware technologies and software products.

• Ability to communicate technical information to non-technical users.

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.