Tier 1 Help Desk

TEKsystems is seeking an experienced Tier 1 Service Desk analyst for a 6 month contract to hire position in Orlando, FL. This is position requires on-site work in Orlando, FL.
Schedule: The schedule for this opening is Saturday-Tuesday 11am-10pm. The first two weeks is typically training hours of Mon-Fri 8a-5p
The Tier 1 Service Desk technician is responsible for receiving and documenting initial incident and request management reports supporting the organization, including Corporate and all locations. Tier 1 Service Desk technician responsibilities include but are not limited to monitoring systems for equipment failure, errors in performance or hardware failures, initial communication with the user population, documenting the issue or request, conducting initial Level 1 triage and resolution when possible, and escalating to Tier 2 as required in accordance with established Service Level Agreements. Provide basic desktop support and assistance with Microsoft Office products. Additional areas of responsibilities include both passive and active network and enterprise monitoring and initiating appropriate responses as required.
PRINICPAL DUTIES/RESPONSIBILITES:

• Receive incident and requests reports from users.
• Create tracking tickets for all reports.
• Triage Level I trouble tickets; resolve or escalate to Level II as required.
• Monitor systems for equipment failure, errors in performance and hardware failures in the absence of Technical Support Personnel
• Respond to program error messages by finding and correcting problems or terminating the program.
• Complete password reset requests for network and enterprise applications as requested.
• Complete basic network mapping and access control requests in accordance with SLAs.
• Provide desktop support for basic issues with PC's, Windows, and Microsoft Office. Remote into user machines as required while providing assistance and support.
• Takes calls from users, diagnose problems, and recommend and/or implement solutions.
• Provide phone and email support to users in the areas of e-mail, standard Windows Operating system, desktop applications and applications developed and deployed by the organization.
• Serves as the point of contact for obtaining all needed details and troubleshooting hardware, software, PC, printer and application problems.
• Troubleshoot and attempt to resolve trouble tickets related to technical difficulties with hardware, software, and the network in accordance with established SLAs.
• Collaborate and interface with TIER 2 helpdesk technicians.
• Verify issue resolution on the customer's behalf
• Verify with the customer that the issue has been resolved and update the ticketing system
• Able to work varying shifts in support of a 24x7 operation
• Actively contribute to ongoing process improvement
• Performs other duties or special projects as assigned

POSITION REQUIREMENTS:

• Vocational certifications or AS degree in computer science or related technical field preferred.
• Must have at least two years of experience working on a Help Desk / Service Desk
• Microsoft certifications a plus
• Positive Customer service oriented in potentially high stress scenarios.
• Basic knowledge of Active Directory is required.

Skills:
Trouble, Tickets, Tier, 1, active, directory, servicenow, help, desk, troubleshoot
Top Skills Details:
Trouble,Tickets,Tier,1,active,directory,servicenow,help,desk,troubleshoot
Additional Skills & Qualifications:
Good personality, pleasant, does not get frustrated easily and good emotional intelligence. Thinks through things instead of reacting.
Experience Level:
Intermediate Level

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.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.