Bilingual Helpdesk L1/2 - PA - TEKsystems

Description:

Reporting to the IT Helpdesk Manager, you will be providing Level 1/2 IT Services to employees. Following ITIL/ITSM principals, you will serve as the First Point of Contact for all requests and incident and take ownership for the entire lifecycle of the ticket, including resolution verification. You will collaborate with other IT Groups, using child tickets and tasks to coordinate activities to provision the request or resolve the incident. Outside of your primary duties as a Helpdesk agent, you will also be involved in projects on an individual, group or department level. You may also be asked to assist in higher level support activities. Showing initiative and using your Time Management skills between reactive duties and proactive will be key to your success. There will be opportunities to grow into a System Administrator role for the right candidate who is motivated and can demonstrate the ability to retain and apply knowledge.

• Provide coverage of Helpdesk Phone and Ticketing system according to your scheduled shift.

• Conduct initial Triage of tickets and coordinate with other resolver groups for the entirety of the ticket life-cycle

• Use technology such as Microsoft Teams, Video, Remote Support Tools and Ticketing system to collaborate with users on Tickets

• Log all activities relating to a request/incident in the ticket in a clear and concise manner so that other Support groups can assist effectively and efficiently.

• Work with external support vendors

• Contributes to the IT Knowledge Articles and Standard Operating Procedures, updating as needed

• Identify and Alert to Major Incidents or Security breaches and escalate as per Standard Operating Procedure

• Although the role is on premise, you will need to be available for remote work if needed, using a company provided laptop.

• Using the Principles of Continual Improvement, constantly identifying opportunities to improve processes or evaluating tools

• Travel will be limited to project work and training activities.

• Complete Training and certifications as determined by the business and department.

• Participate in other activities and work as required by you Manager and Staff

• Ensure that peers and users follow Security best practices and policies, and report any breaches in a timely manner

Skills:

Help desk support, Help desk, Troubleshooting, Customer service, Service desk, Windows 10, Active directory, Windows, Support, Phone support, Office 365, Ticketing system, Technical support, Password reset, Microsoft office, Outlook, Vpn, Microsoft, Servicenow, Freshservice, Hardware, Remote support, Helpdesk troubleshooting, O365, A+

Top Skills Details:

Help desk support,Help desk,Troubleshooting,Customer service,Service desk,Windows 10,Active directory,Windows,Support,Phone support,Office 365,Ticketing system,Technical support,Password reset,Microsoft office,Outlook,Vpn,Microsoft,Servicenow,Freshservic

Additional Skills & Qualifications:

• High school diploma or equivalent required. Bachelor’s Degree/CompTIA A+ Certification preferred.

• 3 years’ experience in supporting a Microsoft environment in a medium to large company or as a sole IT Administrator for a small company.

• Experience using an ITSM system such as ServiceNow, Fresh Service or similar. ITIL experience is a preferred.

• Experience with Microsoft apps: M365 Office Suite, SharePoint, One Drive, Teams, Outlook, and other Microsoft Business Tools. Administrator of any preferred.

• Experience supporting current Windows OS and Environment

• User administration in AD/Azure and Device Management in Microsoft Intune

• Basic LAN/WAN connectivity troubleshooting, using the OSI Model as a guide to triaging and troubleshooting

• Collaborating with internal teams both in application and infrastructure support, as well as external vendors

• Multi-language support as determined when hired - English/French/Spanish/Portuguese language preferred- ability to read, write and translate.

• Perform routine diagnostics and maintenance.

Experience Level:

Intermediate Level

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. 

• Medical, dental & vision
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available 
• Short and long-term disability
• Time Off/Leave (PTO, Vacation or Sick Leave) 

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.