Description:

1. Service Desk Support

a.Under general supervision, responsible for providing outstanding 1st and 2nd level incident and

service request support for all IT devices, software and applications. This includes, but not

limited to the following:

i. Network, Telecom, Servers, and applications installed on these platforms.

ii. Desktops, Laptops, Tablets, printers, etc. and applications installed on these platforms.

iii. Audio-visual/Conference Room technology.

b. Provide quality resolutions while achieving positive feedback from customers.

c. Strive to continuously improve the First Call/Contact Resolution (FCR) metric. Must be able to

achieve 50% - 65% FCR on a consistent basis.

d. Leverage the knowledge database and inherent technical skills to investigate and resolve tickets.

e. Escalate tickets to the appropriate technical resource, when needed, to ensure a timely

resolution.

f. Communicate planned outages, cyber security and major incidents in a consistent manner.

g.Follow up with customers after tasks are completed to ensure the service delivery results met

their expectations.

h.Conduct approved routine to complex standard operating procedures (SOPs). May include, but

not limited to:

i. Deploying software for approved service requests (on an individual basis)

ii. Assist with the building and deployment of laptops, desktops, tablets, etc. in a timely

manner

iii. Setting up VPN access for approved Associates

iv. Setup of MDM on mobile devices (e.g., smartphones, tablets, etc.).

v. Administering accounts

vi. Obtaining quotes for purchases of hardware, software, and computer supplies

vii. Coordinating equipment replacements with vendors for warranty items (RMA)

2. Documentation

a.Ensure Service Management tickets are entered into the Service Management tool accurately.

Content must be provided in a timely and professional manner as well as reflecting the

comprehensive problem-solving steps taken.

b. Ensure any incoming, outgoing or relocations of IT hardware and software is properly reflected in

the Asset Management System

c. Create and update knowledge documentation to help you, your team and other users in resolving

issues and to improve FCR metrics.

d. Periodically conduct peer reviews of existing tickets to help improve the overall process.

e. Assist with monitoring system availability and performance.

f. Generate reports and dashboards for tracking and reporting results.

3. Foundational IT Responsibilities

a. Maintain compliance with the overall company-wide security objectives, in collaboration with

Human Resources.

b. Mentor IT Interns and less experienced Service Desk Reps.

c. Cross train with and backup other IT personnel as required.

d. Participate in IT disaster recovery plans and initiatives, which may involve creating procedures,

conducting drills/tests, etc.

e. Continually develops skills and abilities to keep current on new technology and practices and

broaden knowledge. Activities may include membership and participation in trade organizations,

attend training seminars, conferences and trade shows.

4. Additional Requirements

a.Travel between facilities as required.

b. Be available to respond to support issues with a sense of urgency outside of normal business

hours.

The above list reflects the general details necessary to describe the principle and essential functions of

the position and shall not be construed as the only duties that maybe assigned.

Education

Min/Preferred Education Level Description

Minimum 2 Year / Associate

Degree

Degree in Information Systems, Computer Science

or other related field required. An equivalent level

of education and experience may be considered.

Preferred 4 Year / Bachelors

Degree

Degree in Information Systems, Computer Science

or other related field preferred.

Experience & Training

•Minimum of three (3) years of related technical support experience required.

•Proficient in using and supporting Microsoft Office Products.

Licenses & Certifications

•ITIL Foundations Certificate desired

Knowledge, Skills & Abilities

•Ability to relate technical concepts to non-technical people.

•Ability to comprehend complex environments.

•Skilled in asking inquisitive questions to help resolve issues.

Technology

•Service Management Tool - Cherwell or simliar tools

•Microsoft Office tools

•Mobile Devices (Android, iPhone)

•Share Point

Additional Skills & Qualifications:

experience with MS CRM is a plus

strong interpersonal skills

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.