Help Desk Technician

Description

RESPONSIBILITIES/DUTIES

Effectively, professionally, and respectfully represent other Information Systems staff members, teams, and their services to the end user community.Provide support for all Information Technology products and services deployed to store and field based users. Support may include answering questions, troubleshooting problems, teaching or instructing users regarding software or hardware functionality, and communicating policy.Basic administration of Active Directory accounts, POS system profiles, and all other employee logins, permissions, e-mails, and menu level accounts.Answer, evaluate, and prioritize incoming calls, e-mail, and ticket requests while maintaining clear work history records in our problem management database.Follows up on all actions and maintains ownership of issues where initial action has been passed back to the user.Determine the most effective manner to resolve problems presented over the phone or submitted through our problem management system by leading users through diagnostic procedures.Actively communicate and interface with escalation teams to ensure all issues are resolved in a timely and efficient manner, including but not limited to network, phone, or power related issues.Meet or exceed SLAs with our users by utilizing contact lists, escalation lists, and documentation.Strengthen the team by focusing on training and quality improvement by creating or maintaining the documentation contained in the knowledgebase.Generate amazing ideas in a style that will enhance and improve the support we deliver each day while maintaining an in-depth knowledge of all supported systems and services.Additional duties as assigned.

Minimum Requirements & Special Attributes

High School Diploma or GED required.1-3 years of relevant work experience.Intermediate understanding of Windows, LANs, PC operating systems, desktop software, PC software including Microsoft Office suite, and Microsoft Exchange.Retail POS experience but not required.

Skills

Windows 10, Troubleshooting, Hardware, network connectivity, network support, pos system, vpn, Microsoft office, Microsoft office suite, outlook

Top Skills Details

Windows 10,Troubleshooting,Hardware,network connectivity, network support

Additional Skills & Qualifications

Experience with ServiceNow (Administrator responsibilities is a plus)

Experience with Zoom or Ring Central interface is a plus

Retail POS (system profiles) experience is a PLUS

Experience with Microsoft Office Suite

Printer experience (installing drivers)

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.