What are the responsibilities and job description for the IT Desktop Support Technician position at TEKsystems?
Job Details
Job Description
Description
The Analyst, Tech Support a highly motivated individual to work with our Technical Support Center team in supporting our Core Platform areas. Provides technical support to users for complex computer related technical problems. Serves as the primary point of contact for users experiencing computer-related problems. Resolves technical problems in a call center/service desk environment. Uses expertise in customer service and technical knowledge gained from prior information technology experience to resolve issues surrounding installation, usage, and training on software and/or hardware products. Has strong customer service skills, a team-oriented mentality with a natural ability to fit into our dynamic culture. Advanced technical knowledge, combined with the ability to clearly communicate with the Associate and Management also required.
Essential Job Functions:
IT Support
Take incoming requests for support via phone, email, or walk-in, gather information from end user and create trouble ticket.
Contact user for follow up to confirm resolution, gather additional information, or provide updated information using ticketing system.
Contact external service providers to coordinate work activities as necessary.
Serve as point of contact to internal and external customers through problem resolution
Provide off-hours support as required to perform job functions and ensure service delivery
Work with other IT departments and act as onsite troubleshooting resource for hardware and networking equipment
Understanding and experience using of Virtual and Cloud Technologies (AWS, Azure, Vmware)
Hardware/Software support and deployment
Install and configure desktops, laptops, and servers to specifications
Perform ongoing upgrades and patches as required
Evaluate out of date hardware and assist in preparation for disposal/donation
Security Awareness
Understanding of security impacts of end user requests and ensure adherence to company guidelines
General Job Functions
Assist in development of departmental policies and procedures
Define and assist in deployment of Process Improvements
Assist in continuous development of Support Services procedures
Interacts with vendors, purchases or returns items and coordinates warranty issues in order to procure requested items and resolve service issues
Identifies deficiencies; communicates and coordinates improvement efforts to increase Service Desk efficiency.
Develops and continually updates training material for new and existing Service Desk staff.
Maintains high level of technical skill in field of expertise.
Maintain regular and punctual attendance.
Other Related Duties:
Performs other related duties as assigned.
Supervisory Responsibilities:
This job has no supervisory responsibilities.
Qualifications, Experience, Knowledge, Skills
Bachelor's degree or equivalent combination of education and experience
At least 2 years working experience in the IT field
Understanding of ITIL Frameworks
Knowledge with creating and abiding by Service Level Agreements (SLA) and Operating Level Agreements (OLA)
Knowledge of ITSM tools (BMC, Cherwell, Landesk)
Experience with enterprise Systems Management tools such as BMC Client Management. Landesk or Microsoft SCCM is a plus.
Technical Certifications; A , MCSE, MCTS, MCITP, HDI, ITIL is a plus
Current hands on experience in handling Phone based support activities for 1000 user base
Excellent communication and interpersonal skills
Excellent client service skills in a demanding, deadline-driven environment
Knowledge of Microsoft operating systems, HP/Dell hardware and desktop & Enterprise based software
Experience working with company applications, development policies, and procedures
Experience working with company software and hardware products and related business issues that may impact overall business plans
Skills
Desktop, Technical support, Hardware, Support, Customer Service, Cloud Surface PC, Azure AD, Intune, ServiceDesk, Xeorox, Printer Support, Troubleshooting, Imaging
Top Skills Details
Desktop,Technical support,Hardware,Support,Customer Service,Cloud Surface PC,Azure AD,Intune,ServiceDesk,Xeorox,Printer Support
Additional Skills & Qualifications
100% onsite and need someone who has great customer service and able to support EVPs/ Execs, take customer service serious
Experience Level
