Job Information
TEKsystems Helpdesk Support Specialist in Madison, Wisconsin
Description:
We are looking to fill a helpdesk position on the IT Service Desk to provide day to day technical support. This request is for a Service Desk support staff to provide issue tracking and IT troubleshooting for personnel and partners via direct interaction utilizing call center type services (phone, email, voicemail, web portal, etc.). This position requires a broad range of generalized knowledge and an understanding of the interrelations of a multitude of technology systems in order to effectively triage and diagnose issues. Technical reading/writing skills are necessary for effectively referencing and contributing to the knowledge base. This position's primary responsibility is customer contact. Of the highest importance is a desire to be a member of a highly skilled and collaborative team. Ability to communicate effectively with customers and teammates alike , both verbally and by typing information into tickets, chat and emails is key.
This position receives phone calls through a call distribution system and therefore a constant awareness of team dynamics and scheduling are required in order to maintain phone coverage. Duties will include initial troubleshooting of issues and requests reported to IT through a variety of communication channels - phone, email, voicemail, portal submissions, and walk ups - with the majority being by phone. Desired is a high degree of helpfulness and technical aptitude.
Very qualified candidates will have call center experience where a formal ticketing system was in place and heavily used. Experience with virtualized environments, specifically VMware VDI desktops, is a plus. Previous support experience for Windows 10 and Office 2016 are strongly desired.
The ideal candidate should have 1-2 years of experience in a call center environment and at least one year of verifiable helpdesk support experience. Experience in an IT support call center environment with a strong emphasis on Closed on First Contact issue resolution is preferred. The incumbent shall also be familiar with a variety of concepts, practices and procedures relating to IT phone support.
This Service Desk person relies on flexibility, adaptability and sound judgment in a challenging and ever changing environment. A willingness to learn and grow in an ever changing and evolving environment will be necessary for success.
Hours are 8-5, M-F
The selected candidate must reside in the State of WI and must provide their own computer/ phone at this is client is a Bring You Own Device environment. The first week or two will be in Madison on site. After this it will be remote. You are responsible for your travel to Madison.
Skills:
Helpdesk, MS Office, Windows 7, VDI, LANDesk
Top Skills Details:
Helpdesk, MS Office, Windows 7, VDI, LANDesk
Additional Skills & Qualifications:
Excellent customer service and communication skills
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.