TEKsystems Helpdesk - Support Services Tech in Kansas City, Kansas
6-month contract to hire Help Desk position. This position requires at least 1 year of Service Desk or Help Desk experience. our client is looking for someone with great customer service experience, positive attitude and problem solving skills. This is a Microsoft shop with a few MAC and Apple products - M365, Windows 10, Active Directory, VPN and Network Printer Support are the typical skills they are looking for. They have a separate Desktop Support team so this position will not be hands on.
Provide first-level technical support of computer software and hardware products and services. Respond to and diagnose problems through discussions with users. This includes problem recognition, research, isolation, and resolution steps. Resolve basic to moderately complex problems while referring more complex problems to senior level technicians. Assist users inquiring how to use specific software, electronic mail, or operating systems. Use existing processes and tools (e.g., problem management database and help desk systems) to proactively support office staff and equipment. This position will handle calls as their primary duties as well as work tickets and may be asked to help with projects.
Job Duties and Responsibilities:
Perform troubleshooting and repairs of Windows 10 as well as some Apple products.
Perform troubleshooting on Network Printer and Multifunctional Devices as well as Home Office Printers.
Perform troubleshooting and have a working knowledge of Office365.
Knowledge of accessing systems remotely via remote tools such as Teamviewer
Perform troubleshooting on remote VPN connectivity
Perform troubleshooting on network drive access
Work daily with Active Directory with knowledge on resetting passwords and assigning users and computers to groups.
Perform troubleshooting on mobile devices, iPhone/iPad and Android.
Work daily with internal customers via phone, and email.
Accurately record all work and troubleshooting in tickets in ServiceNow Ticketing system.
Maintain positive, professional attitude always.
Other duties may be assigned as required.
Education and Experience
Associate degree in related field of study preferred
Bachelor’s Degree preferred
1-2 years of experience in MS Windows environment handling Level 1 calls
Certifications are preferred
Experience handling desktop and laptop break/fix support
Experience using and troubleshooting MS Office (O365) products
Experience using ticketing systems, ServiceNow preferred
Experience managing and troubleshooting Windows 7 and 10 workstations
• Is this position onsite or remote?
6 weeks of training in the office then go remote. Will need to come in when they do on call for the on call hand off of the phone on Mondays when they are on call. We ask that any candidate be in the Kansas City area.
• What is the conversation salary? $48,000
Support, Active directory, Windows 10, Help desk, Customer service, Sccm, Office 365, Servicenow, Outlook, remote support, remote troubleshooting, troubleshooting, o365, technical support, Mac support, network printer support, mobile devices, Windows 10 support
Top Skills Details:
Support,Active directory,Windows 10,Help desk,Customer service,Sccm,Office 365,Servicenow,Outlook,remote support,remote troubleshooting
Additional Skills & Qualifications:
Knowledge, Skills and Abilities
Able to demonstrate superior customer service skills.
Able to communicate and translate complex technical topics into easy to understand concepts.
Able to communicate clearly and effectively, both verbally and in writing.
Able to clearly document technical processes.
Able to proficiently manage and troubleshoot Microsoft desktop operating systems.
Able to ask directed and logical questions to determine problem causation and follow documented processes to a successful resolution.
Working knowledge of Active Directory Users and Comp.
Working knowledge of Apple products including iPhone, iPad and Mac Computers
Must be able to read, write and speak English
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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.
We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email email@example.com. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.