Help Desk Specialist

Description

This is a help desk position that is supporting the Mass Mutual Ascend internal IT employee base (700 people). service desk and IT ops team.

They are looking for a person for 830-530pm Monday-Friday.

3 person services desk. Dustin Mason- is the lead for the desk. The services desk runs from 7-530pm staffed between the 3 of them. So need to be flexible to cover different shifts if someone is on PTO.

This services desk is more than just a help desk. They have a high first call resolution; anything to do with personal work station O365, VPN connection issues, and then take calls within anyone else with in the org and resolve some app support stuff. If they have access to an enterprise app- the service desk will resolve. If required advanced security- they will move to 2nd and 3rd level support.

get calls, email tickets (majority).

Small company around 700 employee- these three really get to know a lot of people in the company- a lot of excellence customer services skills just as important as tech skills, as well as somethin with excellence attendance. want this to also also be something they are interested in, don't want it to be a stepping stone.

This person needs several years of front line experience, following ITIL frame work- they want someone who enjoys working with that customer.

They use ServiceNow for ticketing system. attention to details- getting things updated when reach out to customer- make sure they are logging all their activities and incidents.

All users have laptops, they are in the office but only a few days a week. users maybe be onsite or home. windows 10. - will be going to 11.

communication could be through email, teams chat, or in person.

they are creating the servicenow ticket.

expectation 5 days on site. right now it is 2 days on site. but need someone who can be on site 5 and it not be a big deal.

Official Job Description;

Description

Reason: Replacement

Department: IT Support

Job Category: Systems Analysis/Design/Dev/OPS Job Title: Help Desk Specialist 1

staff when solution is unclear. Perform related duties as assigned or requested. Require good analytical and communication skills, sound judgment, and the ability to work effectively with client and IT staff. Receive immediate and close supervision.

Skills: Minimum Qualifications

Windows 10

Microsoft O365 Suite

Working knowledge or familiarity with Active Directory Basic Networking Working knowledge or familiarity of Software Deployment tools (SCCM) iOS/Android experience Excellent troubleshooting skills Excellent customer service skills Quality research skills to aid in troubleshooting and resolution of user problems.

Experience using ticketing systems for incident and request management.

Thorough ticketing management skills.

Excellent attendance

Ideal Qualifications

Previous experience staffing an internal Service Desk and being part of a small team environment. Candidate must possess excellent customer service skills and be able to work with and communicate with other support teams within the IT department. Knowledge of ITIL processes.

Keywords

Education: High School Diploma required.

Preferred But Not Required

CompTIA A+ Certification

Previous Customer Service Experience

Skills And Experience

Required Skills

HELP DESK

Excellent Customer Service Skills

SERVICE DESK

MICROSOFT WINDOWS

NETWORK CONNECTIVITY

Additional Skills

IOS

ANDROID

NETWORKING

COMPTIA

ACTIVE DIRECTORY

ITIL

Languages

English

Read

Write

Speak

Certifications & Licenses

A+

A+ Certification

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.