What are the responsibilities and job description for the Help Desk Support Technician position at TEKsystems c/o Allegis Group?
Job Details
Description
Client is looking for a help desk support technician to add to their service desk. The help desk technician is the first line of support for the service desk and is responsible for first call resolution and appropriate escalation of tickets that can not be resolved at the help desk level. Ideal candidates will need to have experience with diagnosing, trouble-shooting and documenting issues related to password resets, software & hardware, Active Directory and MS Office 365. Since the help desk technician is working directly with end users they will need to have great customer service and verbal communication. Managers are also looking for a team player and someone who is ambitious to learn technology.
Ideally looking for Techs with at least 3-6 months of professional IT experience with another company. Still open to more entry level candidates if they have good certifications and schooling experience.
M-F - Shift are either 6am-3pm, 7am-4pm, 8am-5pm, 9am-6pm or 10am-7pm - Have to be open to all shifts
On site for training for 4-5 weeks then will move to hybrid model (Monday on site, Rest of the week remote)
Essential Role and Responsibilities:
Respond proactively to telephone calls and emails sent to the Help Desk system as the first level of assistance.
Open and/or close work orders (via Help Desk software) on each call received.
Escalate problems and requests as necessary to ensure positive resolution.
Conduct research on relatively simple issues and escalates issues that cannot be resolved in fifteen minutes to either a more experienced Help Desk level or level two support.
Create, modify and/or delete user accounts per client policy and update appropriate documentation (e.g. account termination spreadsheet).
Guide end users through troubleshooting procedures to restore technical service
Re-image workstations and laptops (using current image software) when required.
Accurately document user issues and troubleshooting steps, test results and resolution information within incidents and service requests
Maintain an increasing level of proficiency in hardware, software, networking and other technologies supported by the IT Dept.
Participate in company technology projects as needed.
Maintain an accurate, timely record of hours spent on Work Orders and projects in time and accounting systems.
Follow safety rules, guidelines and standards for all projects. Participate in pre-task planning. Report any safety issues or concerns to management.
Be responsible for maintaining quality standards on all projects.
Skills
Windows Operating Systems, Windows 10, Troubleshooting Software, Active Directory, Office 365, Support, Help desk, Technical support, Customer service, Helpdesk troubleshooting, Outlook, servicenow
Top Skills Details
Windows Operating Systems,Windows 10,Troubleshooting Software,Active Directory,Office 365
Additional Skills & Qualifications
While having an A certification is a bonus, it is not a requirement for this role. The key qualities I'm looking for include strong soft skills, particularly the ability to show empathy and work effectively with the employee owners of client. Additionally, the candidates should be coachable and willing to adapt to a fast-paced environment.
It's also important for them to have strong documentation skills. This includes taking notes during troubleshooting sessions and creating instructions for tasks to improve our processes.
Up to one year help desk related experience or schooling/certifications - Great opportunity to get your foot in the door in IT after technical training
Associate's degree in Information Systems or related field preferred.
Experience with Microsoft operating systems at the level used in the corporation as well as desktop and laptop hardware.
- Very organized and strong multi-tasking skills - This is useful since client has a good amount of work and constantly have things going on.
- Strong willingness to learn - This can be shown by going to school and/or obtaining certs.
- Good customer service mindset in her answers.
- Good problem solving skills before escalating tickets
Experience Level
Entry Level
Pay and Benefits
The pay range for this position is $17.32 - $18.95/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 hybrid position in Olathe,KS.
Application Deadline
This position is anticipated to close on Feb 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.
Client is looking for a help desk support technician to add to their service desk. The help desk technician is the first line of support for the service desk and is responsible for first call resolution and appropriate escalation of tickets that can not be resolved at the help desk level. Ideal candidates will need to have experience with diagnosing, trouble-shooting and documenting issues related to password resets, software & hardware, Active Directory and MS Office 365. Since the help desk technician is working directly with end users they will need to have great customer service and verbal communication. Managers are also looking for a team player and someone who is ambitious to learn technology.
Ideally looking for Techs with at least 3-6 months of professional IT experience with another company. Still open to more entry level candidates if they have good certifications and schooling experience.
M-F - Shift are either 6am-3pm, 7am-4pm, 8am-5pm, 9am-6pm or 10am-7pm - Have to be open to all shifts
On site for training for 4-5 weeks then will move to hybrid model (Monday on site, Rest of the week remote)
Essential Role and Responsibilities:
Respond proactively to telephone calls and emails sent to the Help Desk system as the first level of assistance.
Open and/or close work orders (via Help Desk software) on each call received.
Escalate problems and requests as necessary to ensure positive resolution.
Conduct research on relatively simple issues and escalates issues that cannot be resolved in fifteen minutes to either a more experienced Help Desk level or level two support.
Create, modify and/or delete user accounts per client policy and update appropriate documentation (e.g. account termination spreadsheet).
Guide end users through troubleshooting procedures to restore technical service
Re-image workstations and laptops (using current image software) when required.
Accurately document user issues and troubleshooting steps, test results and resolution information within incidents and service requests
Maintain an increasing level of proficiency in hardware, software, networking and other technologies supported by the IT Dept.
Participate in company technology projects as needed.
Maintain an accurate, timely record of hours spent on Work Orders and projects in time and accounting systems.
Follow safety rules, guidelines and standards for all projects. Participate in pre-task planning. Report any safety issues or concerns to management.
Be responsible for maintaining quality standards on all projects.
Skills
Windows Operating Systems, Windows 10, Troubleshooting Software, Active Directory, Office 365, Support, Help desk, Technical support, Customer service, Helpdesk troubleshooting, Outlook, servicenow
Top Skills Details
Windows Operating Systems,Windows 10,Troubleshooting Software,Active Directory,Office 365
Additional Skills & Qualifications
While having an A certification is a bonus, it is not a requirement for this role. The key qualities I'm looking for include strong soft skills, particularly the ability to show empathy and work effectively with the employee owners of client. Additionally, the candidates should be coachable and willing to adapt to a fast-paced environment.
It's also important for them to have strong documentation skills. This includes taking notes during troubleshooting sessions and creating instructions for tasks to improve our processes.
Up to one year help desk related experience or schooling/certifications - Great opportunity to get your foot in the door in IT after technical training
Associate's degree in Information Systems or related field preferred.
Experience with Microsoft operating systems at the level used in the corporation as well as desktop and laptop hardware.
- Very organized and strong multi-tasking skills - This is useful since client has a good amount of work and constantly have things going on.
- Strong willingness to learn - This can be shown by going to school and/or obtaining certs.
- Good customer service mindset in her answers.
- Good problem solving skills before escalating tickets
Experience Level
Entry Level
Pay and Benefits
The pay range for this position is $17.32 - $18.95/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 hybrid position in Olathe,KS.
Application Deadline
This position is anticipated to close on Feb 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.
Salary : $17 - $19
