Helpdesk Pro: Fast IT Support & Troubleshooting

TEK Systems; Las Vegas (NV); On-site; USD 25,000 - 26,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Disability insurance (short & long)

Health Spending Account (HSA)

Transportation benefits

Employee Assistance Program

Time Off/Leave

Job summary

TEKsystems, based in Las Vegas, NV, is seeking an entry-level Help Desk professional for a contract-to-hire role. You will handle incoming requests via phone and email, document user information, and triage incidents.

You will learn the supported hardware and software, perform follow-ups, and contribute to knowledge base creation. The role requires 1+ year in troubleshooting/help desk, basic workstation and networking knowledge, and the ability to work onsite in Las Vegas.

Qualifications

• At least 1 year in troubleshooting / help desk.
• Fundamental knowledge of computer workstation hardware, networking principles, business applications, and peripheral devices
• Experience administering users and computers in a complex enterprise environment
• Microsoft certifications are highly preferred

Responsibilities

• Field incoming help requests from end users via both telephone and e-mail
• Document all end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and elicit incident details from end users.
• Assess severity of issues and categorize and assign accordingly. Route severe incidents to Tier 2
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform post-resolution follow-ups to help requests.
• Develop help sheets and frequently asked questions lists for end users.
• Provide support and training to all end users on computer workstation operation, setup, configuration and other issues.
• Assist in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring computer workstation performance.
• Provision and deprovision of user accounts, systems, applications and network access.
• Complete regular reviews of system users to ensure users are authorized and provisioned properly.
• Perform routine security audits & other compliance audits for all provisioned user accounts.

Skills

Help desk support

Troubleshooting

Customer service

Education

Microsoft certifications preferred

Job description

TEKsystems, based in Las Vegas, NV, is seeking an entry-level Help Desk professional for a contract-to-hire role. You will handle incoming requests via phone and email, document user information, and triage incidents.

You will learn the supported hardware and software, perform follow-ups, and contribute to knowledge base creation. The role requires 1+ year in troubleshooting/help desk, basic workstation and networking knowledge, and the ability to work onsite in Las Vegas.