Tier 1 Helpdesk Support

Summary

TEKsystems is a leading provider of business and technology services, helping clients activate ideas and solutions. They are seeking a Service Desk Analyst who will be responsible for supporting end users through various communication channels, including phone calls, emails, and chats, while troubleshooting and resolving issues.

Responsibilities

• Supporting end users with in-bound contacts via phone calls, emails, and chats
• Performing quick password resets and mid-level troubleshooting to triage and/or resolve issues

Skills

• CANDIDATES MUST LIVE IN THE DFW AREA
• THE POSITION REQUIRES YOU TO BE IN OFFICE 2 DAYS A WEEK
• 1-2 years of helpdesk / call center experience
• 1-2 years of experience working with 'help desk ticketing tools' i.e. Service Now
• Experience supporting Work from Home end-users
• Experience working remotely yet as a team member
• Ability to troubleshoot common Windows related issues
• Working knowledge of Active Directory
• Working knowledge of Domain hierarchy
• Working knowledge of Microsoft Windows OS
• Microsoft Office Products Including Word, Excel, Outlook, PowerPoint
• Remote Meeting Software Including Microsoft Teams, Cisco WebEx, Zoom
• Strong written and oral communication
• Ability to learn and troubleshoot custom applications
• Great 'people skills' with demonstrated ability to communicate with a wide variety of end users including many that have little or no 'technical' skills
• The ability to listen to the end user and understand their needs and perspectives
• Sense of urgency in supporting the end user – returning the ability for them to perform their job
• Secure/quiet location to work
• Personal high speed internet connection (no hot spots or public internet locations)
• Cell phone with good reception
• Speakers/Mic to ensure quality audio during conversations, a USB headset will also be provided

Qualifications

Must Haves

• CANDIDATES MUST LIVE IN THE DFW AREA
• THE POSITION REQUIRES YOU TO BE IN OFFICE 2 DAYS A WEEK
• 1-2 years of helpdesk / call center experience
• 1-2 years of experience working with 'help desk ticketing tools' i.e. Service Now
• Experience supporting Work from Home end-users
• Experience working remotely yet as a team member
• Ability to troubleshoot common Windows related issues
• Working knowledge of Active Directory
• Working knowledge of Domain hierarchy
• Working knowledge of Microsoft Windows OS
• Microsoft Office Products Including Word, Excel, Outlook, PowerPoint
• Remote Meeting Software Including Microsoft Teams, Cisco WebEx, Zoom
• Strong written and oral communication
• Ability to learn and troubleshoot custom applications
• Great 'people skills' with demonstrated ability to communicate with a wide variety of end users including many that have little or no 'technical' skills
• The ability to listen to the end user and understand their needs and perspectives
• Sense of urgency in supporting the end user – returning the ability for them to perform their job
• Secure/quiet location to work
• Personal high speed internet connection (no hot spots or public internet locations)
• Cell phone with good reception
• Speakers/Mic to ensure quality audio during conversations, a USB headset will also be provided

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)