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    Help Desk Support - Chicago, United States - TEKsystems

    TEKsystems
    TEKsystems Chicago, United States

    4 weeks ago

    TEKsystems background
    Contract
    Description

    Job Description:

    A client of TEKsystems is looking for a Help Desk Support Agent with 1 to 5 years of experience, who will be responsible for providing first class technical support to all internal staff and contractors who have access to the clients internal network and systems. Does this sound like you?

    You will be expected to maintain both software and hardware inventory for all supported entities locally and remotely. Maturity of judgment under pressure and the ability to triage and diagnose the level of user needs is essential. You must be able to prioritize tasks and multitask appropriately while working in a rapidly changing global environment.

    Responsibilities:

    • 1st Level Support
    • 1st point of contact for users seeking assistance with the IT platform
    • Perform remote troubleshooting through diagnostic and pertinent questions
    • Determine the best solution based on the issue and details provided by user
    • Walk users through problem solving process
    • Direct unresolved issues to 2nd and 3rd level support, assuring excellent documentation is recorded in ticket
    • Record events and their resolutions in the ticket system
    • Follow-up and update users with status information
    • Contributes to the IT Knowledge Base & IT FAQ
    • Participation in training provided for 2nd and 3rd Level on 1st Level Support solutions
    • Identify additional support opportunities and trigger knowledge request from 2nd and 3rd level teams
    • Participates in the Incident Management and Major Incident Management Process and achieves SLA's for this process
    • Triggers Problem Tickets for recurring problems

    Skills:

    • Help desk support
    • Service desk
    • Windows 10
    • Phone support
    • Office 365
    • ServiceNow ticketing
    • Active Directory
    • Password Reset
    • Hardware

    Experience Level:

    Entry-Mid

    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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