Helpdesk Support Specialist

at Teksystems in Chicago, Illinois, United States

Job Description

Description:

This team of 8 provides complete issue resolution for 500 corporate end users. Their ServiceDesk is resolves 80% of all tickets, unless they needs to be escalated to apps support or desktop teams. The Technical Support Representative helps ensure proper systems operation so that end users can accomplish business tasks. This individual applies analytical and problem-solving skills to help identify, communicate, and resolve systems issues. The individual will work with IT and business partners to ensure expectations are reasonably set and met. ESSENTIAL DUTIES AND RESPONSIBILITIES Strategy & Planning: – Collaborate with staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes – Promote a culture of collaboration and continuous improvement Acquisition & Deployment – Assist in software releases and roll-outs, and communicate to the end users about status and project conditions – Perform software improvements and upgrades – Perform code deployments and releases – Work with team to accurately forecast timing and efforts of work Operational Management – Complete all tasks with a focus on quality – Meet or exceed established SLOs – Provide guidance to less experienced members of the team – Collaborate directly with different areas of IT and the business in order to provide solutions for the Bank – Build rapport and elicit problem details from customers – Provide timely reports on the status of projects as well as any unforeseen issues to management and to business units – Comply with all assigned administrative and operational tasks – Apply diagnostic utilities to aid in troubleshooting – Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution – Works to promote an understanding of business process and business requirements with technical staff – Identify and learn appropriate software and hardware used and supported by the organization – Test fixes to ensure problems have been adequately resolved – Adhere to established policies, standards and procedures for ensuring the security and integrity of the Bank systems and data Meeting notes: Active Directory: Password resets, onboarding/offboarding users O365: Exchange/Outlook, checking and assigning licenses to users SharePoint (nice to have) Win 10 VPN connectivity, Working with VDI solutions MFA Reimaging laptops Intune experience (MDM), profiles setup and app troubleshooting Experience working with Ticketing Systems

Skills:

Help desk, Active directory, Service desk, Windows 10, Technical support, Ticketing system, Office 365, Exchange, Windows

Top Skills Details:

Help desk,Active directory,Service desk,Windows 10,Technical support,Ticketing system,Office 365,Exchange,Windows

Additional Skills & Qualifications:

- Assisting customers on the phone and in person, and resolving issues in a timely manner – Helpdesk, call center, and ticketing systems (ServiceNow) – Cloud computing and virtualization technologies, specifically related to O365 and Amazon Web Services – Microsoft Windows client/server Operating Systems (Windows 7, 10; Server 2012, 2016) – Network equipment, interfaces, controls, and protocols – Active Directory, Active Roles, Dell One Identity Manager – Creating user accounts and provisioning access to applications and data

Experience Level:

Intermediate Level

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.