Helpdesk - Support Services Tech

Description

6-month contract to hire Help Desk position. This position requires at least 1 year of Service Desk or Help Desk experience since DFA is a larger and more complex environment. They also need to have great customer service experience, positive attitude and problem solving skills. This is a Microsoft shop with a few MAC and Apple products - M365, Windows 10, Active Directory, VPN and Network Printer Support are the typical skills they are looking for. They have a separate Desktop Support team so this position will not be hands on.

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 Sr. 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.

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

 Maintain positive, professional attitude always.

Minimum Requirements

 Other duties may be assigned as required.

Education and Experience

 Associate degree in related field of study preferred

 Bachelor’s 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

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.

What is the conversation salary? $48,000

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

Top Skills Details

Support,Active directory,Windows 10,Help desk,Customer service,Sccm,Office 365,Servicenow,Outlook,remote support,remote troubleshooting

Additional Skills & Qualifications

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

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.