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Description:Job Summary: Under moderate supervision, ensures the smooth functionality of our organization's technology by providing technical support for tier I and II hardware, software, application, and network-related service requests, via phone, email, and in-person, ensuring a timely resolution is provided, and provides superb customer service to all customers.Responsibilities:
Incident and Task Resolution: Diagnose and resolve issues with computer systems, printers, mobile devices, and other IT equipment, applying appropriate solutions and escalating issues to other support teams when necessary, and install, configure, and maintain hardware and software components, including operating systems, applications.
Process Improvement: Continuously evaluate and improve support processes, procedures, and knowledge base documentation to enhance the efficiency and effectiveness of the IT support that we provide.
Collaboration: Collaborate with other IT teams as needed to ensure seamless integration and resolution of technical issues.
Customer Communication: Effectively communicate technical information to non-technical stakeholders, ensuring clear and concise information is provided regarding system outages, maintenance windows, and service interruptions.
IT Project Support: Participate in IT projects, providing technical expertise, requirements gathering, and support project implementation.
Service Desk Ticket System: Manage all work through the ServiceNow ticket management system, work to add accurate notes to each ticket, and close tickets in a timely manner according to SLA agreements.
PC Refresh: Work closely with stakeholders to deploy and replace computers that have reached their end of life. Keep required asset management database and documentation updated. Maintain PC refresh warehouse by keeping it clean and orderly and follow proper procedures for disposing of trash and recyclables.
Computer Disposal: Wipe the hard drive(s) of each computer that is being disposed of by following documented procedures, keep proper documentation updated, and follow through with the computer hardware disposal after the hard drive is wiped.
Other duties as assigned.
Skills:troubleshooting, hardware/software, customer service, communication, service desk, Office 365, printer support, Technical support, Windows 10, Help desk, ServiceNowTop Skills Details:troubleshooting, hardware/software, customer service, communication, service desk, Office 365, printer supportAdditional Skills & Qualifications:Knowledge, Skills, and Abilities:Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed. Knowledge of standard application and operation systems used Knowledge of desktop hardware and software Skill in entry-level technical writing and verbal communication Ability to demonstrate initiative and professionalism Ability to build rapport and elicit problem details from customers Ability to quickly identify and learn appropriate software and hardware Ability to triage, engage others, and escalate appropriately Ability to write accurate reports, data and system documentation Ability to pro-actively problem solve Ability to adjust to frequently to changing prioritiesExperience Level:Intermediate LevelAbout 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.We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email mpowers@teksystems.com. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.
Full-time