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Desktop Support Technician job

TEKsystemsOverland Park, KS
TEKsystems jobs

Company Description

TEKsystems, an Allegis Group company, the largest private talent management firm in the world. Our longstanding history and industry-leading position speak to our success in providing the IT staffing solutions, IT services and talent management insight required for you to actualize ROI and sustain a truly competitive advantage in a fast-changing market.

Job Description

Client is seeking a Desktop Support tech to help support high level executives "white glove support"

JOB SUMMARY
Under general supervision and providing best in class customer service, the Technical Support Specialist II responds to and diagnoses incidents resulting from automated events or customer issues/requests. Includes incident recognition, research, isolation, and resolution steps. Can resolve general incidents immediately and seeks assistance when necessary for more complex incidents. Utilizes effective communication and basic technical skills to ensure timely and effective resolution of incidents and requests. Actively provides feedback and assisting with making knowledge article improvements. Involves use of IT Service Management toolset.


ESSENTIAL DUTIES AND RESPONSIBILITIES
Customer Support (40%)
* Provides technical support for technology infrastructure, customer issues, and requests.
* Evaluates and responds appropriately to technology events, customer issues and requests via phone or email.
* Handles issues with minimal assistance. Ascertains the priority of incidents and escalates as appropriate
* Ensures customer satisfaction on every call by following established call handling guidelines.
* Proactively communicates status and drives resolution of open issues; identifies and mitigates risks. Possesses good communication skills to translate technical concepts to end users

Documentation (25%)
* Creates, updates and maintains records in the ITSM toolset.
* Provides input into work and implementation standards/processes/procedures for the broader work group
* Looks for opportunities to update or create knowledge for 1st call resolution improvements


Advanced Support (25%)
* Possess a good understanding of business areas/IT functions/technology areas and the relevant integration points.
* Identifies themes or high incident trends to aid with irreversible correction actions
* Demonstrates desire to learn tier 2 technical skills in areas such as client, service management, applications and networking.
* Identifies and initiates action and prioritizes properly with minimal guidance


Peer Leadership (10%)
* Acts as a SME for 1-2 areas of expertise and provides input into ongoing operational functions.
* Identifies opportunities for training other team members.




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.

If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888 472-3411 or email accommodation@teksystems .com for other accommodation options.
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