Helpdesk Analyst/Technician

Description

TEKsystems is hiring a Helpdesk Analyst/tech for a client in the West Palm Beach area. Client needs an experienced helpdesk phone troubleshooter to handle Level 1 & level 2 technical support for their internal employees. This position takes calls or tickets from the 1st level incident trackers and primarily includes the following issues: resetting passwords in Active Directory, troubleshooting network printer issues and mapping printers, installing software using Microsoft's SDCC, creating shortcuts, mapping drives, handling network connectivity issues and all technical issues a user has with Microsoft Office/Windows 7 functionality. Issues can be escalated to desktop support team or server/network team.. Must have 3 years minimum helpdesk/desktop support experience in a medium-large Microsoft Windows environment (1000+ users), along with at least one previous helpdesk/phone support position.

Top Skills' Details

1- Active Directory-Person must be familiar with the basics of Active Directory. Adding and removing users and pw resets.

2- Experience in high volume helpdesk. Supporting thousands of users. 40-50 calls a day at a minimum. This person must be able to work in fast paced environment.

3- Windows OS

Landesk/Avanti environment. Helpdesk is 24/7/365 must be open to flexible schedule.

Additional Skills & Qualifications

dress is business casual and the candidate must have extremely good customer service.

An excellent Help Desk Specialist must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers. The goal is to create value for clients that will help preserve the agencies reputation. This is an open-ended contract position listed as 6-12 months+ but in reality should last well into next year......possible chance of perm conversion after 2 years.

Responsibilities

Provide first level assistance to clients Serve as the first point of contact for customers seeking technical assistance over the phone or email Perform remote troubleshooting through diagnostic techniques and pertinent questions Determine the best solution based on the issue and details provided by customers Walk the customer through the problem-solving process Direct unresolved issues to the next level of support personnel Provide accurate information on IT products or services Record events and problems and their resolution in logs Follow-up and update customer status and information Pass on any feedback or suggestions by customers to the appropriate internal team Identify and suggest possible improvements on procedures May be asked to run data reports from our AS400/UNIX environment

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.