TEKsystems Hiring for Helpdesk Support- Fully Remote Job at Indianapolis, IN Full Time

• This role can sit fully remote
  
• W2 only, no C2C

Looking for specific

experience in service desk roles with experience utilizing a ITSM, phone

support, software troubleshooting, and customer service skills.

The Role

This position will

perform and deliver on routine assignments for his/her assigned area(s) of

responsibility independently in accordance with established

procedures/guidelines. S/he will remotely provide a full range of technical

service and support to include hardware, software, network and applications.

Responsibilities

• Serves as the

first point of contact for users seeking technical assistance over the phone.

• Delivers routine

work independently, in accordance with established procedures and guidelines,

in a timely manner and meets deadlines appropriately.

• Makes routine and

non-routine decisions under close supervision, applying limited discretion

within role except for matters of significance which affect the business as a

whole or a significant part of it, in accordance with established

procedures/guidelines.

• Performs remote

troubleshooting by applying core knowledge obtained from the role and acquires

increasingly more knowledge to apply in the role.

• Provides support

for ongoing training of new users via the phone.

• Escalates network,

application and telecommunication issues to maintain the highest level of

system availability for the business.

• Promptly opens

tickets, checks and logs all calls on support activity and resolution in the

incident management system.

• Troubleshoots

problems on devices such as desktop/laptop computers, direct and network

printers.

• Provides tier-1

support for VPN connected client-to-site connections.

• Provides support

to employees and contractors in resolving escalated technology issues in a

timely fashion.

• Prioritize and

manage service support requests in line with expected service level targets.

• Meeting or

exceeding defined objectives and metrics (first call resolution, average call

duration, average tickets per hours.) • Responds to, diagnoses and resolves

problems and tickets that are assigned via the Service Desk or directly from

the user community. Includes routine problem recognition, research, isolation

and resolution.

• Provides support

of company-owned and personal mobile devices including iPads, iPhones, and

Androids.

• Actively

participating in team meetings to share knowledge and improve processes.

• Communicates

effectively and provides customer service to internal customers, recognizes

what needs to be done to meet customer needs and demonstrates flexibility and

responsiveness to meet those needs on routine work independently.

Education

• High School

diploma or GED or Associate degree in lieu of required experience.

Experience

• 1+ Years of

experience in direct end user and software/hardware support including Microsoft

systems and support. (Required) • Proficiency with Microsoft Office Suite

(Word, Excel, PowerPoint, Outlook).

• Proficiency with

ITSM system.

• Solid

understanding of Microsoft’s and Window’s desktop operating systems and

registry support.

• Solid

understanding of networking configuration on workstations (DNS, TCP/IP and

other network concepts) • Proficiency with Windows account management within an

Active Directory environment.

• Proficiency in

understanding and troubleshooting Microsoft Office Applications, OWA, and

Exchange.

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.