Help Desk Analyst

Help Desk Analyst
100% remote
*must sit within 50 miles of Des Moines, IA

Technical Skills

• Troubleshooting
• Customer Service
• Phone, Email, Chat
• Windows
• Active Directory
• ServiceNow
• Tier 1.5

Description
We are looking to bring on Help Desk Analysts to support internal employees for a Fortune 500 financial services company. Help Desk Analysts will be trained on internal tools, systems, processes and will be responsible for managing a ticketing que. The position will troubleshoot technical issues for internal employees. Types of calls could include: password resets, server issues, VPN/connection issues, Microsoft Outlook, application, software issues, etc.

During the first week, Help Desk Analysts will complete orientation and compliance courses. The second week includes instructor lead virtual training. After training is completed Help Desk Analysts move into designated shifts and start taking phone calls and handling tickets.

Day-to-Day

• Troubleshoot general Microsoft software products such as Windows 10/11, Windows security updates/patching, O365 , Outlook email, Teams and more.
• Understand and use Virtual Desktop Infrastructures and support of Mobile Devices such as iPhones and or Androids.
• Work within ticketing systems to document troubleshooting procedures.
• Troubleshoot hardware, software and teach end-users basic troubleshooting methods.
• Taking inbound phone calls and chats to provide basic to complex credential administration/password, computer setup and configuration.
• Use existing knowledge base content to search for known solutions and implement work arounds.
• Follow directions and be able to process large amounts of information in a customer focused/friendly manner in a fast-paced, high volume environment with great communication skills.
• Triage problems and use the escalation processes to quickly resolve or escalate incidents that require further subject matter experts.
• Utilize call/chat to assist with encryption password and active directory passwords, remote access questions that may arise from a predominately work from home customer base, software installs, printer setup and other peripherals.

Additional Skills & Qualifications

• Attendance and reliability is very important for this role.
• You will start in a structured training model and then switch into a designated shift time.
• Must maintain flexible working hours while getting up and running.
• Strong customer service skills via phone, email and chat.
• Must be able to work with people at all levels and demonstrate the ability to understand and embrace change.

Work Environment

• Remote team, call center environment.
• Support internal customers.
• The dress code is business casual, and the environment is a team-based.

Expected Start Date & Interviews

• Start Date March 31, 2025
• 2-Step Interview
• Virtual Interview Process, via Microsoft Teams
• Interviews February 28-March 14

Schedule

• 1st shift hours, 40 hours per week.
• Must be open to working 5 days per week.
• May work 1 weekend day.
• Federal Holidays Off.

Compliance Requirements

• Background Check Required.
• IT experience, minimum 6-months.
• Not able to work around school schedules.
• Must maintain 5-day, 40-hours workweek.

Pay and Benefits
The pay range for this position is $18.00 - $21.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully remote position.
Application Deadline
This position is anticipated to close on Mar 7, 2025.

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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.