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Technical Support Analyst
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Description:
Our customer is seeking a local candidate for an on-site technical support position. The ideal candidate will have experience supporting Windows desktop users in an enterprise environment.
DUTIES AND RESPONSIBILITIES:
Manages and monitors customer IT issues using helpdesk tools - KSE, Ivanti, and SharePoint. Support over the phone, in person, and using remote control
Acts as a liaison between customers to ensure the delivery of high-performance IT support services
Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printers
Provides management with recommendations for systems and process improvements
Troubleshoots software and hardware problems and enhances the level of direct services to field staff
Installs, maintains, and assists in testing and upgrading of new and existing hardware and software
Provides advanced problem management, troubleshooting, root cause analysis and escalations to resolve customer problems
Creates job aids for internal staff to enhance the use of infrastructure such as SharePoint, OneDrive, and Office products
REQUIRED EXPERIENCE & SKILLS
Strong customer service skills with a Customer First attitude
Extensive skills and experience in desktop products including but not limited to Windows 11, SharePoint Online, OneDrive, Teams, and MS O365
Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and tablets
Excellent research and investigative skills
Extensive knowledge and experience in Active Directory, GPOs, remote support tools, basic networking
Experience in working with help request tracking and reporting tools
Knowledge of IT concepts and trends and new technologies
Ability to troubleshoot hardware and software issues, and communicate solutions to customers both in the Central Office and in the field
Ability to communicate effectively orally and in writing with individuals and groups
Basic understanding and knowledge of software packaging and deployment (preferably using Ivanti End Point Manager, previously LANDESK Management Suite)
Skills:
Technical support, Customer service, Windows, Help desk support, software distribution
Top Skills Details:
Technical support,Customer service,Windows,Help desk support
Additional Skills & Qualifications:
Customer service professional with a great attitude. Required 3 Years
Experience supporting a Windows based enterprise including Windows 11, Office 365, Teams, OneDrive, etc. Required 3 Years
Hands on experience in a variety of ticketing/tracking tools related to IT Support. Required 3 Years
Ability to perform root cause analysis and create documentation related to the cause and remedy. Required 3 Years
Experience assisting end users with a variety of technical issues including peripherals, mobile devices, printers, etc. Desired 3 Years
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.
Our customer is seeking a local candidate for an on-site technical support position. The ideal candidate will have experience supporting Windows desktop users in an enterprise environment.
DUTIES AND RESPONSIBILITIES:
Manages and monitors customer IT issues using helpdesk tools - KSE, Ivanti, and SharePoint. Support over the phone, in person, and using remote control
Acts as a liaison between customers to ensure the delivery of high-performance IT support services
Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, and printers
Provides management with recommendations for systems and process improvements
Troubleshoots software and hardware problems and enhances the level of direct services to field staff
Installs, maintains, and assists in testing and upgrading of new and existing hardware and software
Provides advanced problem management, troubleshooting, root cause analysis and escalations to resolve customer problems
Creates job aids for internal staff to enhance the use of infrastructure such as SharePoint, OneDrive, and Office products
REQUIRED EXPERIENCE & SKILLS
Strong customer service skills with a Customer First attitude
Extensive skills and experience in desktop products including but not limited to Windows 11, SharePoint Online, OneDrive, Teams, and MS O365
Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, and tablets
Excellent research and investigative skills
Extensive knowledge and experience in Active Directory, GPOs, remote support tools, basic networking
Experience in working with help request tracking and reporting tools
Knowledge of IT concepts and trends and new technologies
Ability to troubleshoot hardware and software issues, and communicate solutions to customers both in the Central Office and in the field
Ability to communicate effectively orally and in writing with individuals and groups
Basic understanding and knowledge of software packaging and deployment (preferably using Ivanti End Point Manager, previously LANDESK Management Suite)
Skills:
Technical support, Customer service, Windows, Help desk support, software distribution
Top Skills Details:
Technical support,Customer service,Windows,Help desk support
Additional Skills & Qualifications:
Customer service professional with a great attitude. Required 3 Years
Experience supporting a Windows based enterprise including Windows 11, Office 365, Teams, OneDrive, etc. Required 3 Years
Hands on experience in a variety of ticketing/tracking tools related to IT Support. Required 3 Years
Ability to perform root cause analysis and create documentation related to the cause and remedy. Required 3 Years
Experience assisting end users with a variety of technical issues including peripherals, mobile devices, printers, etc. Desired 3 Years
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.
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