What are the responsibilities and job description for the L2 Helpdesk Support Technician position at TEKsystems?
*Description*
Looking to add a L2 Service Desk Support Technician to their corporate IT team in Southfield, MI. This will require troubleshooting, strong communication skills and the ability to work independently and with the greater IT department. They will be supporting basic PC applications, hardware/software installs, and helping troubleshoot the core Microsoft applications in the environment such as Teams, o365, Active Directory, SCCM, and Windows 11 upgrades to the environment. It'll be primarily over the phone, but they also receive a handful of walk up users.
Other technical skills include:
- Basic network troubleshooting and good understanding of TCP/IP, DNS, DHCP
- Experience with some form of remote log in software
- Any experience helping assist with IT asset management is a plus - basic tagging, tracking, etc.
- Experience helping users troubleshoot within a VPN or VDI software is ideal for remote users
- Ability to identify areas of process improvement and help standardize processes
- Ideal candidates should have some form of certifications including, but not limited to: A , o365 Certified, ITIL Foundation, etc.
*Skills*
Active directory, Windows 10, Windows 11, SCCM, Troubleshooting, Customer service, Triage, Technical support, Ticketing system
*Top Skills Details*
Active directory,Windows 10,Windows 11,SCCM,Troubleshooting,Customer service,Triage,Technical support,Ticketing system
*Additional Skills & Qualifications*
Day to Day responsibilities:
*Take incoming calls from service customers and monitor tech support emails requesting technical service.
*Gather information about the problem and create a service ticket.
*If Service Desk technician cannot resolve the issue, escalate the information to the Client Services Coordinator to schedule and assign an engineer to complete the ticket.
*As customer request calls are received via email, walk up, or phone call create a service ticket with information provided. Verify accuracy of contact person, location, and phone number.
*Review service tickets for outstanding work required. Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
*Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
*Help establish and document Hardware/Inventory Procedures and Standards.
*Experience Level*
Intermediate Level
*Pay and Benefits*
The pay range for this position is $18.00 - $23.00
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 onsite position in Southfield,MI.
*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.
Looking to add a L2 Service Desk Support Technician to their corporate IT team in Southfield, MI. This will require troubleshooting, strong communication skills and the ability to work independently and with the greater IT department. They will be supporting basic PC applications, hardware/software installs, and helping troubleshoot the core Microsoft applications in the environment such as Teams, o365, Active Directory, SCCM, and Windows 11 upgrades to the environment. It'll be primarily over the phone, but they also receive a handful of walk up users.
Other technical skills include:
- Basic network troubleshooting and good understanding of TCP/IP, DNS, DHCP
- Experience with some form of remote log in software
- Any experience helping assist with IT asset management is a plus - basic tagging, tracking, etc.
- Experience helping users troubleshoot within a VPN or VDI software is ideal for remote users
- Ability to identify areas of process improvement and help standardize processes
- Ideal candidates should have some form of certifications including, but not limited to: A , o365 Certified, ITIL Foundation, etc.
*Skills*
Active directory, Windows 10, Windows 11, SCCM, Troubleshooting, Customer service, Triage, Technical support, Ticketing system
*Top Skills Details*
Active directory,Windows 10,Windows 11,SCCM,Troubleshooting,Customer service,Triage,Technical support,Ticketing system
*Additional Skills & Qualifications*
Day to Day responsibilities:
*Take incoming calls from service customers and monitor tech support emails requesting technical service.
*Gather information about the problem and create a service ticket.
*If Service Desk technician cannot resolve the issue, escalate the information to the Client Services Coordinator to schedule and assign an engineer to complete the ticket.
*As customer request calls are received via email, walk up, or phone call create a service ticket with information provided. Verify accuracy of contact person, location, and phone number.
*Review service tickets for outstanding work required. Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
*Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
*Help establish and document Hardware/Inventory Procedures and Standards.
*Experience Level*
Intermediate Level
*Pay and Benefits*
The pay range for this position is $18.00 - $23.00
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 onsite position in Southfield,MI.
*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 : $18 - $23
