Tier 1 Helpdesk Agent

TEKsystems; Irving (TX); Remote; USD 50,000 - 65,000; Full time

Job summary

A leading company in technology services seeks a Service Desk Analyst to join their remote support team. The role requires troubleshooting user issues and using help desk ticketing tools. Ideal candidates will have 1-2 years of experience and strong communication skills, providing support around the clock to ensure user productivity.

Qualifications

• 1-2 years of help desk or call center experience.
• Experience supporting remote end-users.
• Entry-level experience accepted.

Responsibilities

• Handle inbound phone calls and support end users.
• Perform troubleshooting and issue resolution tasks.
• Respond to emails and chats in a 24x7 capacity.

Skills

Troubleshooting common Windows issues

Active Directory knowledge

Microsoft Windows OS proficiency

Communication skills

VPN troubleshooting

Remote meeting software experience

Tools

ServiceNow

Microsoft Teams

Cisco WebEx

Zoom

Job description

Overview

The Service Desk Analyst handles a wide range of tasks primarily involving inbound phone calls. This role supports end users in a 24x7 capacity, mainly across locations in the USA. Calls can range from quick password resets to mid-level troubleshooting, triage, and issue resolution. The role also involves responding to emails and chats.

Experience

• 1-2 years of help desk or call center experience
• 1-2 years working with help desk ticketing tools such as ServiceNow
• Experience supporting remote end-users
• Experience working remotely as part of a team

Skills

• Ability to troubleshoot common Windows issues
• Working knowledge of Active Directory and domain hierarchy
• Proficiency with Microsoft Windows OS and Office products (Word, Excel, Outlook, PowerPoint)
• Experience with remote meeting software (Microsoft Teams, Cisco WebEx, Zoom)
• Troubleshooting VPN clients (Citrix NetScaler, Cisco VPN)
• Strong written and oral communication skills
• Ability to learn and troubleshoot custom applications

Non-Technical Requirements

• Excellent interpersonal skills to communicate effectively with end users, including those with limited technical skills
• Good listening skills to understand user needs
• Sense of urgency in supporting end-user productivity

Hardware & Physical Needs

• Remote work setup including a secure, quiet location
• Personal high-speed internet connection (no hotspots or public Wi-Fi)
• Cell phone with good reception
• Speakers/mic for quality audio, USB headset provided

Additional Skills & Qualifications

• Strong written and oral communication skills
• Entry-level experience

About TEKsystems: We are partners in transformation, helping clients activate ideas and solutions to leverage new opportunities. With 80,000 employees, we serve over 6,000 clients, including 80% of the Fortune 500, across North America, Europe, and Asia. TEKsystems is an industry leader in Full-Stack Technology Services, Talent Services, and application development. We are an equal opportunity employer.