Help Desk Analyst

TEKsystems
$20.00 / hr
life insurance, 401(k), retirement plan
United States, Iowa, West Des Moines
Nov 20, 2024
Join Our Team: Tech Support Agents Description: Our Client is seeking Tech Support Agents to provide exceptional support to our internal employees via inbound phone calls. Agents will be trained on our internal tools, systems, and processes, and will be responsible for managing a ticketing queue and troubleshooting various issues. Types of calls may include password resets, server issues, VPN/connection problems, Outlook and specific application issues, among others. Training: * Week 1: Compliance courses. * Week 2: Instructor-led virtual training. * Post-Training: Agents will transition to their designated shifts and begin taking calls, with ongoing support from managers and experienced employees until they are comfortable. Responsibilities: * Provide basic to complex credential administration and password support. * Assist with computer setup and configuration. * Use knowledge base content to search for known solutions and implement workarounds. * Efficiently triage problems, use solution tools, and escalate incidents as needed. * Handle common issues such as encryption password and Active Directory password assistance, remote access questions, software installs, printer setup, and other peripherals. Required Qualifications: * Commitment to work through the contract end date. * 12-24 months of previous technology experience in a similar Service Desk environment or equivalent experience. Required Skills: * Proficiency in taking inbound phone calls and chats. * Ability to process large amounts of information in a customer-focused manner. * Strong communication skills in a fast-paced, high-volume environment. * Proficiency in troubleshooting general Microsoft software products (Windows 10, Windows security updates/patching, O365, Outlook, Teams). * Knowledge of Virtual Desktop Infrastructures and support for mobile devices (iPhones, Androids). Skills: * Help desk support * Service desk * Troubleshooting * Customer service * Windows 10 * Active Directory * Phone support * Ticketing system * Office 365 * Technical support * Password reset * Remote support * ServiceNow * Outlook * Security+ * A+ * Customer service oriented * Windows 7 Additional Skills & Qualifications: * Attendance and reliability are crucial. * Flexibility with working hours during the initial training period. * Strong phone customer service skills. Experience Level: Entry 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 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.