Job Information
TEKsystems Level 1 Help Desk Technician in Davenport, Iowa
Position Overview: This role is part of the Customer Support team and focuses on providing first-level technical support. The analyst will respond to end-user inquiries about networks, platforms, servers, and applications, and handle questions via phone, self-service requests, and email related to supported hardware, software, and networking services.
Functional Responsibilities:
Serve as a single point of contact for end-users to ensure proper computer operation, enabling users to accomplish business tasks.
Receive, prioritize, document, and actively resolve end-user help requests.
Understand customer requirements and expectations, respond to user questions, and remotely assist employees and consultants with technology problems in offices and remote sites.
Manage a queue of requests from multiple sources, including phone, voicemail, internet service requests, and email.
Enter incidents/requests into ticket tracking software and prioritize them appropriately.
Apply problem-solving and troubleshooting techniques to inquiries regarding hardware, software, and networking services.
Learn fundamental operations of commonly used software, hardware, and other equipment.
Install requested or upgraded software on user PCs.
Assign tickets requiring in-depth analysis to the appropriate Level 2 group for resolution.
Follow standard Service Desk operating procedures.
Provide input for Knowledge Articles.
Team Responsibilities:
Assist in training new employees.
Proactively support IT and customer support changes and initiatives.
Manage assigned projects to completion and meet deadlines.
Fulfill other duties as assigned by the Service Desk Manager/management staff.
Skills:
Help Desk
Phone Support
VPN
MS Office
Windows XP
Windows
CA Service Desk
Customer service
Top Skills:
Help Desk
Phone Support
VPN
MS Office
Windows XP
Windows
CA Service Desk
Customer service
Additional Skills & Qualifications:
Contractors will be given 5 "occurrences" during their contract before they are let go. An occurrence includes being late or not being able to come into work. Reliability is key!
Strong customer service and personal communication (verbal/written) skills.
Previous experience in a similar role is preferred.
Experience Level:
- Entry Level
Pay and Benefits
The pay range for this position is $17.00 - $17.00
• 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)
Workplace Type
This is a fully remote position.
Application Deadline
This position will be accepting applications until Jan 18, 2025.
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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