Help Desk Technician

Company: TEKsystems, Inc
Location: Dubuque
Posted on: January 16, 2020

Job Description:

TEKsystems has an immediate need for a Help Desk Analyst for a Contract-to-Hire, career driven opportunity in Davenport, IA Top Skills Desired: 1) Basic IT troubleshooting, whether help desk or break fix within MS Office and Windows. 2) Customer service 3) Call Center experience is strongly preferred, but not required. Will entertain entry level candidates. About This Opportunity: TEKsystems is seeking a Level 1 Service Desk Analyst in the Davenport , IA office. The Level 1 Service Desk Analyst is a member of the Customer Support team and is responsible for first level technical support. They will respond to end-user inquiries regarding trouble with networks, platforms, servers, and applications. In addition, they will answer questions via phone self-service requests, and electronic mail, related to the use of supported hardware, software and networking services provided. Tasks include, but are not limited to, monitoring, tracking and updating day-to-day status on user incidents and requests. Functional Responsibilities: Provide a single point of contact for end-users to ensure proper computer operation so that the user can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end-user help requests. Work with customers to understand requirements and expectations, respond to questions from users and remotely assist employees and consultants with technology problems in offices and/or remote sites. Manage a queue of requests from multiple sources including phone, voicemail, internet service requests and electronic e-mail. Enter incidents/requests into ticket tracking software. Prioritize problems/requests appropriately Apply problem solving and trouble-shooting techniques to inquiries received from users regarding hardware, software and networking services provided. Provide solutions to the stated and underlying issues. Learn fundamental operations of commonly used software, hardware and other equipment. Install requested or upgraded software to user PC's. Assign tickets requiring in-depth analysis to the appropriate Level 2 group for resolution. Follow standard Service Desk operating procedures. Solicit feedback from users on support services to enhance and upgrade the quality of services provided. Provide input for Knowledge Articles. Team Responsibilities: Assist in training new employees. Proactively support IT and customer support changes and initiatives. Manage assigned projects to completion and meet deadlines. Fulfill other duties as assigned by the Service Desk Manager / management staff. 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. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888 472-3411 or email accommodationteksystems .com for other accommodation options.

Keywords: TEKsystems, Inc, Dubuque , Help Desk Technician, Professions , Dubuque, Iowa