Helpdesk Analyst

TEK systems
Baltimore, MD
Apr 29, 2021
May 05, 2021
Full Time
Description: The helpdesk technician will be supporting 250 users between several departments. They receive requests via phone and email. Most of the time this person will be providing deskside support, however, there will also be some remote support required.Some of the more common issues are printer problems (unable to print, unable to connect to the printer), email issues (running slow, emails stuck in outbox), new user setups (setting up docking stations, phones, ensuring the devices work).You will also be troubleshooting smartphones, tablets and other peripherals for the Engineers in the field. Some days there may not be any email incidents/requests that come through but there's plenty of project work that will keep this person busy. For example, you might have to update the Firmware on devices one day. There's plenty of work to do.Documentation is key as well because they use Snag-It as their HD ticketing system. It's important that someone can articulate and create knowledge articles when needed. An example is that they are moving to Teams and if someone calls in and asks how do you share your screen or create something via Teams, if there's nothing provided in the ticketing system, you create it. Day 1 you'll be shown around the environment, meet people, see the various departments. This will go into the rest of the week as well. From there it's showing you how they use technology and for what. The nice thing is the IT support team sits together, 3 people, so it's very collaborative. You also have to have excellent communication skills. When you are responding to an email, for example, your English and grammar have to be correct. If you are speaking to an end-user you have to be patient. These things seem elementary but they're very important. Skills: Windows OS, Microsoft Office, Active Directory, Helpdesk Top Skills Details: 1. Experience troubleshooting Windows OS, Windows 10 is a bonus.2. Experience troubleshooting and supporting the Microsoft Office Suite.3. Active Directory-password resets. Additional Skills & Qualifications: Professional customer service and telephone skills Ability to simplify complex technical issues Well organized - able to multitask Ability to take on new challenges Able to work with employees at all levels Someone who also takes notes. If the Director is showing you a new process or task you have to take notes. 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.