Technical Support Analyst

Description
Our client is looking for a Technical Support Analyst with a focus on Help Desk on a 6 month renewable contract basis. They are looking for a resource that has ample experience in the IT field with experience in complex, larger environments. They will be troubleshooting 1st level tickets including but not limited to: password resets, file permissions, internal app support, connectivity issues, etc. They would like this resource to have knowledge of workflow systems and how they are used.
Core Responsibilities:
Serve as the first point of contact for customers seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques, tools, and pertinent questions
Determine the best solution based on the issue and details provided by customers as well as by applying information found in multiple internal and external knowledge repositories
Walk the customer through problem-solving procedures
Record events and issues and their resolution in incident ticketing system
Direct unresolved issues to the next level of support personnel using email, instant messaging, and the incident ticketing system
Provide accurate information on IT products or services
Follow-up and update customer status and information in incident tickets
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures
During periods when the core responsibilities listed are not consuming all available time, this role may include additional responsibilities such as:
Perform installation, moves, changes or upgrades, and disposal of computer hardware and/or software products as needed, and corrects software configuration issues
Respond to and resolve incidents regarding hardware and software issues on computer workstations in corporate offices and manufacturing facilities
Skills
office 365, windows support, Customer service, Technical support, Help desk, ticketing system, windows 10, troubleshooting, Help desk support, Phone support
Top Skills Details
office 365,windows support,Customer service,Technical support,Help desk,ticketing system
Additional Skills & Qualifications
Knowledge and experience in the above-mentioned IT fields for at least 5 years
A.S. in computer science or related field or equivalent level of work experience and knowledge
Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution
Excellent customer service skills and patience
Ability to use deductive reasoning to troubleshoot incidents
Strong oral and written communications skills
Well-developed interpersonal skills
Experience Level
Entry Level
Pay and Benefits
The pay range for this position is $17.00 - $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 hybrid position in York,PA.
Application Deadline
This position is anticipated to close on Apr 4, 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.