TEKsystems Hiring for Remote Helpdesk Technician Job at Indianapolis, IN Full Time

Description:

TEKsystems has 2 Remote Helpdesk positions open for a 6-12 month contract. My customer is looking for specific experience with Helpdesk experience utilizing a ITSM, phone support, software troubleshooting, and customer service skills.

Top Skills Details:

Helpdesk support

Windows 10

Support

Troubleshooting

Customer Service

ITSM

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 wit 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.