Helpdesk Coordinator - TEKsystems
Chicago, IL 60601
About the Job
Top Skills' Details
- 2+ years of experience with Helpdesk support with an Enterprise environment
- Experience working in a ticketing queue
- Strong interpersonal skills (ability to communicate with a non-technical user)
Description:
The Technical Support Representative helps ensure proper systems operation so that end users can accomplish business tasks. This individual applies analytical and problem-solving skills to help identify, communicate, and resolve systems issues. The individual will work with IT and business partners to ensure expectations are reasonably set and met.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Strategy & Planning:
• Collaborate with staff to ensure smooth and reliable operation of software and systems for fulfilling business objectives and processes
• Promote a culture of collaboration and continuous improvement
Acquisition & Deployment
• Assist in software releases and roll-outs, and communicate to the end users about status and project conditions
• Perform software improvements and upgrades
• Perform code deployments and releases
• Work with team to accurately forecast timing and efforts of work
Operational Management
• Complete all tasks with a focus on quality
• Meet or exceed established SLOs
• Provide guidance to less experienced members of the team
• Collaborate directly with different areas of IT and the business in order to provide solutions for the Bank
• Build rapport and elicit problem details from customers
• Provide timely reports on the status of projects as well as any unforeseen issues to management and to business units
• Comply with all assigned administrative and operational tasks
• Apply diagnostic utilities to aid in troubleshooting
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution
• Works to promote an understanding of business process and business requirements with technical staff
• Identify and learn appropriate software and hardware used and supported by the organization
• Test fixes to ensure problems have been adequately resolved
• Adhere to established policies, standards and procedures for ensuring the security and integrity of the Bank systems and data
Additional Skills & Qualifications:
• Assisting customers on the phone and in person, and resolving issues in a timely manner
• Helpdesk, call center, and ticketing systems (ServiceNow)
• Cloud computing and virtualization technologies, specifically related to O365 and Amazon Web Services
• Microsoft Windows client/server Operating Systems (Windows 7, 10; Server 2012, 2016)
• Network equipment, interfaces, controls, and protocols
• Active Directory, Active Roles, Dell One Identity Manager
• Creating user accounts and provisioning access to applications and data
Benefits
o 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. If eligible, the benefits available for this temporary role may include the following:
§ 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.