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TEKsystems Helpdesk - Support Services Tech 2 in Kansas City, Kansas

TEKsystems is working with a client who is growing rapidly. They are looking to hire sharp technicians that have experience with windows 10 support, office 365 support, and vpn experience. These qualities are required and the position would be training on site in Kansas City, Kansas for 6 weeks and then transition to remote.

Description:

This will require an experienced, sharp Support technician with a few years of experience.

This Service Desk team is big on first call resolution, so the successful candidate will need to be experienced with supporting an enterprise-level environment and it's applications/tech stack. Must be able to do 6 weeks training on site in KCK

Details below

Provide first-level technical support of computer software and hardware products and services. Respond to and diagnose problems through discussions with users. This includes problem recognition, research, isolation, and resolution steps. Resolve basic to moderately complex problems while referring more complex problems to technicians. Assist users inquiring how to use specific software, electronic mail, or operating systems. Use existing processes and tools (e.g., problem management database and help desk systems) to proactively support office staff and equipment. This position will handle calls as their primary duties as well as work tickets and may be asked to help with projects.

Perform troubleshooting and resolution of Windows 7 and 10 issues, as well as some Apple products.

Perform troubleshooting on mobile devices, iPhone/iPad and Android.

Perform troubleshooting on Network Printer and Multi functional Devices.

Perform troubleshooting on Microsoft Office Products. (O365 environment)

Perform troubleshooting on Mac devices (nice to have)

Work daily with internal customers via phone, and email, with the occasional walk ups.

Accurately record all work and troubleshooting in tickets in ServiceNow Ticketing system.

Maintain positive, professional attitude always.

Other duties may be assigned as required.

Education and Experience

 Associate’s Degree in related field of study

 Bachelor’s Degree preferred

 1-2 years of experience in MS Windows environment handling Level 1 calls with experience handling desktop and laptop break/fix support

 Experience using and troubleshooting MS Office (O365) products

 Experience using ticketing systems, ServiceNow preferred

 Experience managing and troubleshooting Windows 7 and 10 workstations

Knowledge, Skills and Abilities

 Able to demonstrate superior customer service skills.

 Able to communicate and translate complex technical topics into easy to understand concepts.

 Able to communicate clearly and effectively, both verbally and in writing.

 Able to clearly document technical processes.

 Able to proficiently manage and troubleshoot Microsoft desktop operating systems.

 Able to ask directed and logical questions to determine problem causation and follow documented processes to a successful resolution.

 Working knowledge of Active Directory Users and Comp.

 Working knowledge of Apple products including iPhone, iPad and Mac Computers

 Must be able to read, write and speak English

Hours

• Varies. Service Desk hours are 7am to 7pm. They could work within any of the shifts during that time. Training will likely be during core business hours for the first few weeks

Top Skills

  1. Technical – Phone and email service desk tickets using ServiceNow. This is not a ‘ticket and pass’ role. They will be expected to troubleshoot and provide a resolution to the end user.

  2. Customer Service – must have good personality and people skills

Skills:

service desk, office 365, first call resolution, win10, troubleshooting, technical support, Mac support, network printer support, mobile devices, Windows 10 support

Top Skills Details:

service desk, office 365,first call resolution,win10

Additional Skills & Qualifications:

O365 Support

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.

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