What are the responsibilities and job description for the Tier II - Service Desk Analyst position at TEKsystems?
*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 Apr 3, 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 Apr 3, 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 : $20 - $23
