IT Helpdesk / Desktop Analyst

This is a great opportunity for someone to get their foot in the door with a

local enterprise company. This is also a great opportunity for someone to grow

their skills within IT Support and have the opportunity to advance their

careers within IT. They are currently looking for individuals who are looking

to grow within their company.

Previous Helpdesk or Desktop Support or

PC Technician experience is preferred. IT certifications are desirable

for this role. This will be a first shift opportunity on a Contract to

Hire basis. Pay will be negotiable based on experience.

Description

The Technical Support Specialist position is responsible for receiving, recording, and reconciling customer / end user technical questions on use and implementation of computer products, in a timely and professional manner. Answer incoming customer telephone calls in a courteous and professional manner for the Charlotte site. This will be a hybrid position so they will be working on remote tickets with the Service Desk when not onsite. That description is included below as well.

Job Responsibilities

Assist customers/end users with questions on product installation, usage, and implementation

Respond to and investigate customer/end user inquiries, concerns, and issues via phone, fax, mail, and e-mail in a timely and courteous manner

Answer customer inquiries and provide appropriate technical and/or product-related information

Rely on instructions and pre-established guidelines to perform the functions of the job

Escalate complex inquiries

Research and resolve customer complaints

Obtain customer feedback information

Effectively communicate customer issues and concerns to all applicable internal staff members

Document all contacts, actions, and responses in helpdesk tracking system

Organize and maintain a file system; correspondence, and other records

Maintain working knowledge of products and/or services

Prepare reports and correspondence, as needed

Other tasks as assigned

Requirements

Associate degree in information technology, computer science, or related field required (Bachelor's degree preferred)

2 or more years of related technical support experience

Excellent attendance

Positive attitude

Strong and consistent attention to detail

Self-motivated with the ability to stay on task

Team oriented

Capable of comprehensive listening (understanding the message(s) that is being communicated)

Proven customer service skills

Experience training users of all levels to be proficient using computer-based applications

Versatile, flexible, and a willingness to work within constantly changing priorities

Proficient with a variety of desktop and internet applications

Experience with cell phones, smart phones, tablets

Hands-on experience installing/reinstalling operating systems and applications. This includes network, printer, and other driver software

Must be familiar with common office automation applications (e.g., Microsoft Office, including Outlook, etc.)

Knowledge of

o Network structure, security, and function

o Network printer function and the ability to troubleshoot printing problems

o VoIP phone functions and the ability to troubleshoot problems

o Windows operating systems

Able to

o Effectively prioritize and execute tasks in a high-pressure environment

o Develop a thorough understanding of company's IST products and services

Strong

o Communication skills, verbal and written

o Interpersonal skills

o Organizational, problem-solving, and analytical skills

*Please apply if you're interested in hearing more abou?t the opportunity and if you feel you're capable of completing any of these job

duties*

We are looking to set up interviews as early as next week

• CompTIA Certifications are desirable for this role *

Medical, Dental, and Vision Benefits Offered from Day One

• If you are interested in hearing more about this opportunity, please send your updated resume and contact information to me at: zkanouse@ ~~~ (no space in email address) *

• Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• 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)

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.