Help Desk Support Service Specialist - Masco Corporation

Description:

-Under general supervision, provides second-tier support to end-users for PC, server, mainframe applications and hardware.

-Handles problem that the first-tier of help desk support is unable to resolve.

-May interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problem.

-Simulates or recreates user problems to resolve operating difficulties.

-Recommends systems modifications to reduce user problems.

-Maintains currency and high level of technical skill in field of expertise.

-Escalates more complex problems to Senior Level.

-Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests

-Perform systems administration of desktop systems connected to local and wide area networks.

-Provide desktop system management/maintenance responsibilities involving account monitoring, account creation, security, Operating System (OS) installation, and other local area system administration related functions.

-Monitor systems/networks in real time NOSC environment and initiate fix actions or problem escalation to Tier II/Tier III admins.

-Provide support for implementation, troubleshooting and maintenance of IT systems.

-Manage IT system infrastructure and any processes related to these systems

-Provide support to IT systems including day-to-day operations, monitoring and problem resolution for all of the client/server/storage/network/print devices, and mobile devices.

-Provides polite and friendly customer service

-Attempts to resolve as many incidents during the first contact, or at Tier I/II. Efficiently escalates incidents to Tier III when required.

-Documents incident status and solutions in incident database tools.

-Possesses current working knowledge of computers, printers, laptops, and common windows applications

-Works through various types Tier I issues with telephone assist

-Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability

-Possesses comprehensive knowledge of the principles, methods, and techniques used in computer troubleshooting and support

-Possesses comprehensive knowledge of desktop operating systems and applications

Skills:

Help desk support, Customer service, Technical support, Troubleshooting, Help desk, system administrator, tier three, STIGs, IAVA, BIOS, sccm, PXE boot, hardware/software, Active directory

Additional Skills & Qualifications:

-Candidates must be willing and able to attain a CI Polygraph for certain positions as determined by the contract

-Position may require lifting of objects (i.e. IT Hardware), reaching/bending/kneeling (i.e. plug in cables) and other moderately strenuous activity

-Travel may be required to support the mission

Experience Level:

Intermediate Level

Benefits:



+ 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)









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.