Tier 1 Helpdesk

Summary

TEKsystems is a leading provider of business and technology services, helping clients activate ideas and solutions. The Tier 1 Helpdesk position provides outstanding customer service and technical assistance related to computer systems, hardware, or software, ensuring timely and accurate resolution of issues.

Responsibilities

• Provide outstanding service to, and build relationships with colleagues every day
• Work individually and as a team to meet and exceed established goals, i.e., call handle time goals, availability goals and quality goals
• Maintain up to date knowledge on Huntington products, services, technology, and procedures
• Compile documentation necessary for effectively fulfilling customer needs
• Document all notes required in the appropriate systems so that staff can be educated and prepared in being successful
• Follow up with customers to ensure issue has been resolved
• Drive initiatives that improve the service desk
• Partner with internal support groups in providing the best service to our colleagues
• Other duties as assigned

Skills

• Min 1 year of IT support or IT Service Desk experience required. This can be a combination of professional work experience, internships, academic projects/ coursework
• Associate degree (can be substituted with relevant work experience)
• Must be available to work daytime and evening hours during the week and on some weekends as part of their normal, permanent schedule
• Previous banking environment experience preferred
• Ability to demonstrate professional verbal communication skills
• Ability to quickly resolve complex customer problems using various resources including computer screens and other reference material
• Ability to professionally handle irate customers
• Ability to use a headset and to sit for long periods of time
• Experience with Microsoft Office applications and the Internet
• A+ and Network+ certifications
• HDI certifications

Qualifications

Must Haves

• Min 1 year of IT support or IT Service Desk experience required. This can be a combination of professional work experience, internships, academic projects/ coursework
• Associate degree (can be substituted with relevant work experience)
• Must be available to work daytime and evening hours during the week and on some weekends as part of their normal, permanent schedule

Nice to Haves

• Previous banking environment experience preferred
• Ability to demonstrate professional verbal communication skills
• Ability to quickly resolve complex customer problems using various resources including computer screens and other reference material
• Ability to professionally handle irate customers
• Ability to use a headset and to sit for long periods of time
• Experience with Microsoft Office applications and the Internet
• A+ and Network+ certifications
• HDI certifications

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)