Overview

ServiceNow Experience will be a huge plus.
Responsibilities and Duties

Communication with Users including receiving phone calls and responding to emails or instant messages.

Account management – including password resets and account troubleshooting.

Triaging incidents in our incident management system – using ServiceNow.

The timely resolution of incidents as it pertains to computer hardware, computer software, and basic networking devices.

The installation, configuration and troubleshooting of computer hardware and computer software.

Imaging new equipment for installation in the field.

Providing instruction on how to operate and/or access computer hardware and computer software

The installation, configuration, and troubleshooting of computer hardware, computer software and related peripherals including the migration of existing user data and settings when appropriate (Both Remote and On-Site Support at Various Court / Administrative Office Locations).

Triaging incidents in our incident management system – ServiceNow, including the timely resolution of incidents as it pertains to computer hardware, computer software, and basic networking devices.

Be proactive in anticipating and resolving problems. Take ownership and initiative for problem resolution, spot potential problem areas, analyze solutions, propose a resolution and ensure implementation. Take the term “customer service” to heart.

Communication with Users including receiving phone calls and responding to emails or instant messages, including providing instruction on how to operate and or access computer hardware and computer software.

Account management – including password resets and account troubleshooting.

Follow asset management inventory control procedures set by the Office

to ensure the assets of the court system are tracked accurately.

Performing Technology Refreshes.

Maintain password, data integrity and file system security for the computing environment.

Document procedures, standards, best practices configurations, settings, installation sequences, and back-out instructions

Always ensure the customer is left ‘whole’ after any work activity (i.e., requisite hardware, software, peripherals, and all processes are functioning as required). Validate with the customer prior to leaving the assignment.

Continue to develop self-knowledge and skills to keep apprised of new and changing industry products, services, standards, and trends. Research, training, self-learning, and keeping certifications current. (Minimum annual education requirements).

Other duties or tasks as assigned by management.

Key Skills
service desk, help desk, Computer Hardware, Computer Repair, software installation, Troubleshooting, Root Cause Analysis, servicenow, Windows, Technical Support, technician
Required Experience and Qualifications
Education, Skills, and Experience

A bachelor’s degree from an accredited college or university with a major in Computer Science, Information Systems, Computer Engineering, Business, or other related scientific or technical discipline. Three (3) years of successfully progressive experience in a service desk technician role can substitute for any or all the education requirement.

Specialized Experience:

Practical experience with ServiceNow is a plus.

Certification from CompTIA, Microsoft or HDI is a plus.

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.


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