at Teksystems in Schaumburg, Illinois, United States
Job Description
Description:
Job Summary
Working under minimal supervision of the Help Desk Team Lead, the Help Desk Agent provides support to end-users by handling incidents and requests that have been escalated from Level 1.
Support items include installation, maintenance, and troubleshooting of both hardware and software.
High-quality customer support may be provided on-site, remotely over the phone, or via email.
Focus is on resolving issues that require a higher level of expertise or issues that require a longer time spent on the phone to resolve.
The Help Desk Agent should possess strong communication skills; verbal and written skills: needs to be able to multi-task, prioritize, and provide solutions on tickets that are escalated to their queue or by warm transfer.
Responsible for administrative level tasks such as IMAC, on-boarding/off-boarding, installing/uninstalling, virus removal, advanced network troubleshooting, working with 3rd party vendors, advanced Windows/application support, and advanced knowledge in hardware support.
Where applicable, this position assures departmental processes are performed in compliance with applicable Sarbanes-Oxley controls.
Primary Job Duties
Resolves advanced technical hardware and software issues.
Provides resolutions to issues escalated by Level 1.
Advanced knowledge in administrative tasks on workstations
Extensive knowledge in software, hardware, network, and peripheral support
Over the phone remote support and hands-on support to resolve technical issues
Responds to tickets escalated from our Level 1 support team via phone, in person, and electronically.
Schedules time to work with end-users to resolve issues timely.
Handles warm transfers from Level 1 staff on more complex issues.
Tracks all work with detail and precision within the ticketing system
Acts as a support system for Level 1 staff to help them resolve level 1 issues.
Owns and develops documentation for Level 1/Level 2 help desk staff.
Drafts, approves, and publishes documentation into the KB for standard fixes.
Acts as the go-to resource for client-based questions and support for Level 1.
Proactively researches new technical systems to add new items to the KB.
Performs all other duties or special projects as assigned.
Requirements
Solid communication skills; verbal and written skills.
Certification or equivalent work experience to prepare for CompTia A+ or Network+ certification, HDI, ITIL certs required within 12 months of hire
Minimum years of work experience to qualify for role: 2
Total years of work experience to be fully proficient: 4
Skills:
o365, Help Desk, IT Support, Password reset, Google cert, a+ certification
Additional Skills & Qualifications:
Core hours – M-F
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.
We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email mpowers@teksystems.com. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.
