Technical Support Analyst at TEKsystems

Description:

Our customer is seeking a local candidate for an on-site technical support position. The ideal candidate will have experience supporting Windows desktop users in an enterprise environment.

DUTIES AND RESPONSIBILITIES:

•Manages and monitors customer IT issues using helpdesk tools – KSE, Ivanti, and SharePoint. Support over the phone, in person, and using remote control

•Acts as a liaison between customers to ensure the delivery of high-performance IT support services

•Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printers

•Provides management with recommendations for systems and process improvements

•Troubleshoots software and hardware problems and enhances the level of direct services to field staff

•Installs, maintains, and assists in testing and upgrading of new and existing hardware and software

•Provides advanced problem management, troubleshooting, root cause analysis and escalations to resolve customer problems

•Creates job aids for internal staff to enhance the use of infrastructure such as SharePoint, OneDrive, and Office products

REQUIRED EXPERIENCE & SKILLS

•Strong customer service skills with a Customer First attitude

•Extensive skills and experience in desktop products including but not limited to Windows 11, SharePoint Online, OneDrive, Teams, and MS O365

•Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and tablets

•Excellent research and investigative skills

•Extensive knowledge and experience in Active Directory, GPOs, remote support tools, basic networking

•Experience in working with help request tracking and reporting tools

•Knowledge of IT concepts and trends and new technologies

•Ability to troubleshoot hardware and software issues, and communicate solutions to customers both in the Central Office and in the field

•Ability to communicate effectively orally and in writing with individuals and groups

•Basic understanding and knowledge of software packaging and deployment (preferably using Ivanti End Point Manager, previously LANDESK Management Suite)

Skills:

Technical support, Customer service, Windows, Help desk support, software distribution

Top Skills Details:

Technical support,Customer service,Windows,Help desk support

Additional Skills & Qualifications:

Customer service professional with a great attitude. Required 3 Years

Experience supporting a Windows based enterprise including Windows 11, Office 365, Teams, OneDrive, etc. Required 3 Years

Hands on experience in a variety of ticketing/tracking tools related to IT Support. Required 3 Years

Ability to perform root cause analysis and create documentation related to the cause and remedy. Required 3 Years

Experience assisting end users with a variety of technical issues including peripherals, mobile devices, printers, etc. Desired 3 Years

Experience Level:

Intermediate Level

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.