We have a Desktop/Helpdesk opening. This is a Tier 1/2 role within the endpoint engineering team. The endpoint team manages all the endpoints within the user base (2,000 users): phones, tablets, computers. Currently the team is stretched thin and they are letting tickets stay open for days at a time. They need a Tier 1/2 person to come in and help the other Tier 1 agent in taking the incoming tickets and resolving them. This role is not a call-center role, as this person will still be going in-person to provide support to the users and well as resolving issues remotely. Core issues they will be helping with: adding and deleting users in AD, working within Outlook, hardware and software troubleshooting. There are also very specific publishing applications so someone who has navigated supporting software applications would be ideal. Another key piece of this, is the personality which is HUGE for this team. They are also looking to build out a knowledge base (currently one in place) so someone who has worked with one or helped to update one would be great as well. This role is a mix of phone and in-person support.
1. Ability to analyze and troubleshoot issues specific to Windows 7/Windows, Outlook related issues, adding and deleting users in Active Directory as well as helping to manage the ticket count in Jira.
2. Working directly with users to configure phone, set-up new users with their computers/tablets/phones.
3. Someone who has worked within a ticketing system and has the ability to close 5-10 tickets daily to help them meet the SLAs they are trying to put in place.
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.