Service Desk Technician - Work from home

TEKsystems; Providence (RI); Remote; USD 45,000 - 60,000; Full time

Job summary

A leading technology services firm is seeking a Service Desk Technician to provide first-rate technical support and assistance. This role requires 4-5 years of helpdesk experience, exceptional customer service skills, and the ability to thrive in a fast-paced environment. Join a team that partners with top clients across North America and beyond, helping them navigate the complexities of technology and workforce challenges.

Qualifications

• 4-5 years of help desk service experience required.
• Excellent knowledge of common operating systems and software applications.
• Ability to provide support over the phone in a professional manner.

Responsibilities

• Provide first point of contact and technical support for IT requests.
• Log and prioritize incoming requests using tracking software.
• Provide guidance and coaching to junior help desk administrators.

Skills

Customer Service

Problem Solving

Interpersonal Skills

Technical Support

Education

Associate degree in Computer Science

Equivalent work experience in IT

Job description

• 1. 4-5 years of experience providing helpdesk support 2. 4-5 years of experience using Active Directory for password resets 3. 4-5 years of experience installing and troubleshooting Microsoft Outlook 2010 or 2013.
• Description :
• Responsible for providing support as the first point of contact and technical support for personnel and clients seeking technical assistance from the Information Technology Department. Provides support including receiving, documenting, assigning and resolving end user help desk requests in accordance with IT Standard Operating Procedures. Additionally, this position will be responsible for providing guidance and coaching to the junior help desk administrators of the team as required. Amazing customer service experience is required.
• ESSENTIAL FUNCTIONS AND BASIC DUTIES :
• Answers, evaluates and prioritizes incoming calls, voicemail, e-mail and in-person requests for IT service in a professional courteous manner.
• Follows standard help desk operating procedures to accurately log all requests using establishing request tracking software.
• Builds rapport and elicits problem details from help desk customers.
• Prioritizes problem requests and escalates when required to the appropriately experienced technician.
• Notifies IT management of all critical requests and issues.
• Learns fundamental operations of commonly used software, hardware, and other equipment.
• Provides solutions, advice and / or recommendations in a quick and timely manner.
• Performs other duties as assigned.
• EDUCATION / CERTIFICATION :
• Associate degree in Computer Science preferred and / or 2-4 years equivalent work experience in the Information Technology field
• REQUIRED KNOWLEDGE :
• Excellent knowledge of common operating systems and software applications
• Excellent Knowledge of basic computer hardware and end-user desktop environments
• EXPERIENCE REQUIRED :
• Minimum of 4-5 years Help Desk service experience
• Experience working in a team-oriented, collaborative environment
• Experience working in a fast-paced high demand environment
• System implementation experience is preferred
• SKILLS / ABILITIES :
• Effective interpersonal skills and relationship-building skills
• Ability to provide technical support over the phone, maintaining a professional demeanor
• Ability to present ideas in user-friendly language
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and multitask effectively in a high pressure environment
• Ability to exercise patience and professionalism during stressful situations
• Keen attention to detail
• Understanding of the organization’s goals and objectives
• Ability to provide the coaching and guidance required for junior technicians of the team. 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.

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Service Desk Technician • Providence, RI, US