What are the responsibilities and job description for the Tier 2 IT Service Desk Analyst position at TEKsystems c/o Allegis Group?
Job Details
Description
Serve as the first contact with customers who need technical assistance via the phone or email
Perform troubleshooting using different diagnostic techniques
Troubleshoot, diagnose, and resolve technical hardware and/or software issues
Provide quick resolution and excellent customer service
Redirect unresolved issues to the next level of support personnel
Provide needed information on IT products or services
Keep record of problems and their resolution through Lockton source of record (SysAid)
Follow-up with customers
Provide feedback on processes and make recommendations on areas to improve
Maintain technical documentation, knowledge module and service catalog on installation of software, configuration of hardware and problem troubleshooting
Suggest improvements on procedures
Improves system performance by identifying problems and recommending changes.
Updates job knowledge by participating in educational opportunities and maintaining personal networks.
Accomplishes information systems and organization mission by completing related results as needed.
Manage Help Desk tickets in a timely manner
Respond to customer issues via phone, email and computer chat
Provide customer assistance
Document customer interactions
Run diagnostics to resolve customer reported issues
Escalate issues to the next Tier with next level of difficulty
Install, make changes and repair computer hardware and software
Follow-up with customers to ensure issues are resolved
Skills
Help desk, Service desk, Windows 10, Desktop, Servicenow, Support, Office 365, Customer service, Ticketing system
Experience Level
Intermediate Level
Pay and Benefits
The pay range for this position is $20.00 - $24.00/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 Providence,RI.
Application Deadline
This position is anticipated to close on Mar 8, 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.
Serve as the first contact with customers who need technical assistance via the phone or email
Perform troubleshooting using different diagnostic techniques
Troubleshoot, diagnose, and resolve technical hardware and/or software issues
Provide quick resolution and excellent customer service
Redirect unresolved issues to the next level of support personnel
Provide needed information on IT products or services
Keep record of problems and their resolution through Lockton source of record (SysAid)
Follow-up with customers
Provide feedback on processes and make recommendations on areas to improve
Maintain technical documentation, knowledge module and service catalog on installation of software, configuration of hardware and problem troubleshooting
Suggest improvements on procedures
Improves system performance by identifying problems and recommending changes.
Updates job knowledge by participating in educational opportunities and maintaining personal networks.
Accomplishes information systems and organization mission by completing related results as needed.
Manage Help Desk tickets in a timely manner
Respond to customer issues via phone, email and computer chat
Provide customer assistance
Document customer interactions
Run diagnostics to resolve customer reported issues
Escalate issues to the next Tier with next level of difficulty
Install, make changes and repair computer hardware and software
Follow-up with customers to ensure issues are resolved
Skills
Help desk, Service desk, Windows 10, Desktop, Servicenow, Support, Office 365, Customer service, Ticketing system
Experience Level
Intermediate Level
Pay and Benefits
The pay range for this position is $20.00 - $24.00/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 Providence,RI.
Application Deadline
This position is anticipated to close on Mar 8, 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 : $20 - $24
