What are the responsibilities and job description for the Tier II - Service Desk Analyst position at TEKsystems?
Job Details
Description
Receiving, logging and managing contacts from internal staff through multiple and all channels used by the Service Desk including phone, reservation, customer initiated incidents, and Chat
Troubleshoot IT related problems from LOB applications and MS Suite to hardware, such as mobile phones, Laptops, PCs and Printers
Provide first line troubleshooting for remote users using VPN
Research calls and requests providing statuses and escalation options to end users of existing issues
Contribute to our knowledge base by writing and submitting KB articles
Take ownership of user problems to ensure resolution is achieved or proper escalation is completed
Maintain a high degree of customer service for all support queries and adhere to all service management principles, and standard operating procedures
Troubleshoot account login and access issues
Drive continuous improvement by thinking out of the box for potential solutions or ideas around reducing volume to the service desk
Be aware of and assist leadership in driving automation and self-service tools to our users in order for us to stay efficient during continual growth
Understanding the organization's goals, objectives, and core values.
Mentor and help train junior analysts
Skills
Help desk, Support, Troubleshooting, Service desk, Office 365, Servicenow
Top Skills Details
Help desk,Support,Troubleshooting,Service desk,Office 365,Servicenow
Additional Skills & Qualifications
"I'm big on can-do and positive personality in this role. Positive positioning is super effective trait for this role and the candidate doesn't have to have super extensive IT background."
Experience working in a team-oriented, collaborative environment.
Excellent customer service, written and oral skills.
Experience working with senior executives in a high pace environment
Self-motivated and goal driven, with the ability to multitask and to effectively prioritize and execute tasks in a fast-paced environment.
Knowledge of various Windows OS and hardware for PC environments
Knowledge of principles and terminology of networking and mobile technologies
Knowledge and demonstrated expertise with the management and support of Microsoft Active Directory Domains, corporate networks, and mobile device technology
Experience Level
Intermediate Level
Pay and Benefits
The pay range for this position is $20.00 - $23.00/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 fully onsite position in Fort Mill,SC.
Application Deadline
This position is anticipated to close on Feb 7, 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.
Receiving, logging and managing contacts from internal staff through multiple and all channels used by the Service Desk including phone, reservation, customer initiated incidents, and Chat
Troubleshoot IT related problems from LOB applications and MS Suite to hardware, such as mobile phones, Laptops, PCs and Printers
Provide first line troubleshooting for remote users using VPN
Research calls and requests providing statuses and escalation options to end users of existing issues
Contribute to our knowledge base by writing and submitting KB articles
Take ownership of user problems to ensure resolution is achieved or proper escalation is completed
Maintain a high degree of customer service for all support queries and adhere to all service management principles, and standard operating procedures
Troubleshoot account login and access issues
Drive continuous improvement by thinking out of the box for potential solutions or ideas around reducing volume to the service desk
Be aware of and assist leadership in driving automation and self-service tools to our users in order for us to stay efficient during continual growth
Understanding the organization's goals, objectives, and core values.
Mentor and help train junior analysts
Skills
Help desk, Support, Troubleshooting, Service desk, Office 365, Servicenow
Top Skills Details
Help desk,Support,Troubleshooting,Service desk,Office 365,Servicenow
Additional Skills & Qualifications
"I'm big on can-do and positive personality in this role. Positive positioning is super effective trait for this role and the candidate doesn't have to have super extensive IT background."
Experience working in a team-oriented, collaborative environment.
Excellent customer service, written and oral skills.
Experience working with senior executives in a high pace environment
Self-motivated and goal driven, with the ability to multitask and to effectively prioritize and execute tasks in a fast-paced environment.
Knowledge of various Windows OS and hardware for PC environments
Knowledge of principles and terminology of networking and mobile technologies
Knowledge and demonstrated expertise with the management and support of Microsoft Active Directory Domains, corporate networks, and mobile device technology
Experience Level
Intermediate Level
Pay and Benefits
The pay range for this position is $20.00 - $23.00/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 fully onsite position in Fort Mill,SC.
Application Deadline
This position is anticipated to close on Feb 7, 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 - $23
