What are the responsibilities and job description for the Help Desk Support / Help Desk Specialist III position at TEKsystems?
*Description*
The Live Expert Service Desk Analyst will provide first and second tier technical support to internal employees. The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of employees issues/requests, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Excellent communication and interpersonal skills combined with technical skills are essential to providing high level customer service to the employee community. Service Desk staff work in a dynamic, fast-paced call center that provides service via phone, chat and backend collaboration via Slack. Job Responsibilities: Troubleshoot software, hardware and connectivity issues remotely. Ability to understand & articulate root cause on customer issues. Log all Service Desk contacts into Incident Management System (ServiceNow) Experience with installation, upgrade, and maintenance of software, hardware, and peripherals. Familiarity with encryption and security tools and triaging within this environment. Assist customers in gaining access to various systems and servers. Deploy/patch software using device management technologies (VMware and Ivanti) Communicate call and chat trends and emerging issues The ability to take on small projects from start to finish Knowledge Base and process documentation skills. Work closely with the team to resolve or properly close aging tickets. Take ownership of employee issues and follow up on the status of the problem on behalf of the user and communicate progress in a timely manner. Maintain a high degree of customer service for all support queries and adhere to all service management principles. Analyze and resolve incidents within expected turnaround time. 5 day work week Full Time 40 hours a week Weekend shifts required from December- April (Tax Peak) . Flexibility required during Tax Season peaks EOE AA M/F/Vet/Disability. As a temporary agency partner to Intuit, we will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law. Intuit is proud to be an equal opportunity and affirmative action employer. Accordingly, as a temporary agency partner to Intuit, we make hiring decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories for positions at Intuit, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process or for more information, please talk with your recruiter or send a request to (email protected). For more information about Intuit's hiring practices, please read their EEO policy.
*Skills*
customer service, technical support, customer support, troubleshooting, windows 10, service desk, help desk, ticketing system
*Top Skills Details*
customer service, technical support, customer support, troubleshooting, windows 10
*Additional Skills & Qualifications*
Current Hours of Operation:
- 7 days a week
- 5:00am - 9:00pm PST
- Weekends are mandatory.
- Starting May we will be M-F 5:00am - 6:00pm PST
They need to be open to work any of the shifts highlighted above, including weekends.
Traits they look for:
- Customer first mindset
- Coachability
- Team oriented
- Ability to multitask and navigate multiple tools
- Technically saavy
- Positive attitude
- Passionate about helping people!
*Experience Level*
Entry Level
*Pay and Benefits*
The pay range for this position is $25.50 - $25.50
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 will be accepting applications until Jan 31, 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.
The Live Expert Service Desk Analyst will provide first and second tier technical support to internal employees. The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of employees issues/requests, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Excellent communication and interpersonal skills combined with technical skills are essential to providing high level customer service to the employee community. Service Desk staff work in a dynamic, fast-paced call center that provides service via phone, chat and backend collaboration via Slack. Job Responsibilities: Troubleshoot software, hardware and connectivity issues remotely. Ability to understand & articulate root cause on customer issues. Log all Service Desk contacts into Incident Management System (ServiceNow) Experience with installation, upgrade, and maintenance of software, hardware, and peripherals. Familiarity with encryption and security tools and triaging within this environment. Assist customers in gaining access to various systems and servers. Deploy/patch software using device management technologies (VMware and Ivanti) Communicate call and chat trends and emerging issues The ability to take on small projects from start to finish Knowledge Base and process documentation skills. Work closely with the team to resolve or properly close aging tickets. Take ownership of employee issues and follow up on the status of the problem on behalf of the user and communicate progress in a timely manner. Maintain a high degree of customer service for all support queries and adhere to all service management principles. Analyze and resolve incidents within expected turnaround time. 5 day work week Full Time 40 hours a week Weekend shifts required from December- April (Tax Peak) . Flexibility required during Tax Season peaks EOE AA M/F/Vet/Disability. As a temporary agency partner to Intuit, we will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law. Intuit is proud to be an equal opportunity and affirmative action employer. Accordingly, as a temporary agency partner to Intuit, we make hiring decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories for positions at Intuit, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process or for more information, please talk with your recruiter or send a request to (email protected). For more information about Intuit's hiring practices, please read their EEO policy.
*Skills*
customer service, technical support, customer support, troubleshooting, windows 10, service desk, help desk, ticketing system
*Top Skills Details*
customer service, technical support, customer support, troubleshooting, windows 10
*Additional Skills & Qualifications*
Current Hours of Operation:
- 7 days a week
- 5:00am - 9:00pm PST
- Weekends are mandatory.
- Starting May we will be M-F 5:00am - 6:00pm PST
They need to be open to work any of the shifts highlighted above, including weekends.
Traits they look for:
- Customer first mindset
- Coachability
- Team oriented
- Ability to multitask and navigate multiple tools
- Technically saavy
- Positive attitude
- Passionate about helping people!
*Experience Level*
Entry Level
*Pay and Benefits*
The pay range for this position is $25.50 - $25.50
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 will be accepting applications until Jan 31, 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.
Salary : $26
