Helpdesk Technician - Remote Work From Home - Work from home

TEKsystems; Kansas City (KS); Remote; USD 40,000 - 55,000; Full time

Job summary

A leading company is seeking a Help Desk technician for a 6-month contract to hire position in Kansas City. The role involves providing technical support for software and hardware issues, troubleshooting various devices, and maintaining a positive customer service attitude. Ideal candidates will have experience in a Windows environment and possess strong problem-solving skills.

Qualifications

• 1-2 years of experience in a Windows environment handling Level 1 support calls.
• Experience with desktop and laptop hardware repairs.
• Certifications are preferred.

Responsibilities

• Provide first-level technical support for computer software and hardware.
• Troubleshoot and repair Windows 10 and Apple products.
• Document all work and troubleshooting steps in the ServiceNow ticketing system.

Skills

Customer Service

Problem Solving

Technical Support

Education

Associate degree in a related field

Bachelor's degree

Tools

ServiceNow

Microsoft Office (O365)

Job description

Must reside in the Kansas City Metro area. Remote work from home.

Job Description:

6-month contract to hire Help Desk position. This role requires at least 1 year of Service Desk or Help Desk experience. Candidates must possess excellent customer service skills, a positive attitude, and strong problem-solving abilities. The environment is primarily Microsoft-based, with some MAC and Apple products involved, including M365, Windows 10, Active Directory, VPN, and Network Printer Support.

General Purpose: Provide first-level technical support for computer software and hardware. Respond to and diagnose user-reported issues, including problem recognition, research, isolation, and resolution. Handle basic to moderately complex problems, escalating more complex issues to Tier 2. Assist users with software, email, and operating systems. Utilize existing tools such as problem management databases and help desk systems to support staff and equipment. This position involves handling calls, working tickets, and potentially assisting with projects.

Job Duties and Responsibilities:

1. Troubleshoot and repair Windows 10 and Apple products.
2. Support Network Printers and Multifunction Devices, including home office printers.
3. Troubleshoot and have working knowledge of Office365.
4. Access systems remotely using tools like TeamViewer.
5. Troubleshoot VPN connectivity issues.
6. Resolve network drive access problems.
7. Work daily with Active Directory, including resetting passwords and managing group memberships.
8. Support mobile devices such as iPhone, iPad, and Android devices.
9. Communicate effectively with internal customers via phone and email.
10. Accurately document all work and troubleshooting steps in the ServiceNow ticketing system.
11. Maintain a positive, professional attitude at all times.
12. Perform other duties as assigned.

Minimum Requirements:

• Associate degree in a related field preferred; Bachelor's degree is a plus.
• 1-2 years of experience in a Windows environment handling Level 1 support calls.
• Certifications are preferred.
• Experience with desktop and laptop hardware repairs.
• Proficiency with MS Office (O365) products.
• Experience with ticketing systems, preferably ServiceNow.
• Knowledge of troubleshooting Windows 7 and 10 workstations.

About TEKsystems: We are partners in transformation, helping clients activate ideas and solutions across North America, Europe, and Asia. With over 80,000 team members working with over 6,000 clients, including 80% of the Fortune 500, we are a leader in Full-Stack Technology Services and Talent Solutions. TEKsystems is an Allegis Group company and an equal opportunity employer.