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Description:
Summary
TEKsystems, in support of our client, is seeking a Service Desk Technician for our clients Service Desk team. The group of 20+ Service Desk Technicians provides Tier 1 & 2 technical support and handles a wide variety of calls and emails in its efforts to support multiple state agencies. Due to consistently high call volumes and recent/upcoming projects, our client is looking to add additional staff members who will be able to function well within what is at times a high volume and, sometimes, high stress environment. The following is an example of the personal and professional traits, which would need to be associated with the new staff members...
• 1 year of IT experience as a Help desk or Desktop Support technician with experience providing desktop support duties and troubleshooting skills. Excellent customer service skills.
• Perfect Attendance is required for this position
• Customer services skills and temperament
o No foul, abrasive or condescending language used over the phone.
o No argumentative demeanor
o Takes ownership, not defensive about blame.
o Empathetic
o Patient with upset and/or angry customers.
o Good Communication Skills
o Problem solver (troubleshooting skills)
o Critical thinker
o Trainable
o Self-starting and Initiative
o Able to simplify explanations so that the customer understands.
The following are examples of the competency items which we would “Like” to see in this individual as well.
• Experience in customer service-oriented workplace
• IT experience and knowledge in the following.
o Desktop Support (Onsite and remote)
o Windows 7 and 10 Operating System.
o Mapping network drives
o Global Protect support
o General NAS knowledge
o Office Suite (particularly Outlook 2013 or higher)
o Application knowledge (adobe, java, etc.)
o Preferred ServiceNow Ticketing System experience and knowledge base writing.
• Experience in phone center and/or helpdesk work
• Experience working in a lively and ever-changing environment (adaptability)
• Experience working with, and as an active part of, a lively team (team player)
• Multi-tasking ability
• Documentation skills (clear, concise)
• Experience with Active Directory (our most used tool to reset passwords)
• Experience with remote support or desktop support
The position will be located at the in Frankfort KY and involves a cubicle environment. The building is cleaned and sanitized twice daily.
This is a long term, stable position with the TEKsystems Government Services team and it includes our internal premium benefits plan through BC/BS.
Skills:
Outlook, Exchange, Windows 7, Windows 10, Active Directory, Troubleshooting, Heat, A+, Customer support, Call center, Helpdesk troubleshooting, O365, Support, Phone support, Servicenow, Printers, Hardware, Technical Support, customer service, office 365, software support, Help desk, Help desk support, Service desk, Active directory, Windows 10, Troubleshooting, Ticketing system, Desktop, Password reset, Microsoft office, Application support, Remote support, Hardware support
Top Skills Details:
Outlook, Exchange, Windows 7, Windows 10, Active Directory, Troubleshooting, Heat, A, Customer support, Call center, Helpdesk troubleshooting,O365,Support,Phone support
Additional Skills & Qualifications:
Excellent customer service skills and communication skills are essential. Interpersonal skills, attitude, and work ethic are more important than technical experience.
Business Hours:
Monday-Friday 6:30a.m.-6:00 pm
Saturday 7:30 am – 1:00 pm
Position Hours: 9:00 am – 6:00 pm Monday through Friday. Some Saturdays are required
Experience Level:
Intermediate Level
Benefits:
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
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)
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.