IT Help Desk III

TEKsystems•Madison, WI

2d•$21 - $28•Hybrid

About The Position

This position works as a member of the IT Service Desk team, under the general supervision of the IT Madison Support Supervisor. The IT Service Desk is the central point of contact for all IT related incidents and service requests. The role of the Service Desk Support Technician is to provide first line support for all customers utilizing our clients IT services. The Service Desk Support Technician is responsible for logging incidents and service requests and resolving support requests ensuring that service levels and targets are achieved as well as meeting customer satisfaction and continuous service delivery demands. This position assists customers to resolve technical support issues of various levels of complexity, related to computer hardware, software, associated peripheral equipment, and user password related items. In addition to providing phone support to customers, this position will also perform installation, maintenance and problem resolution of desktop platforms, software, and operating systems. This position will assist in the development and maintenance of the support knowledgebase, training and documentation. This position maintains a strong customer focus, attention to detail, prioritization, and effective communication.

Requirements

The employee must have comprehensive knowledge of the systems and applications identified below:
Personal computer operating systems including Microsoft Windows 11.
Personal computer software applications including Microsoft Office (Excel, Outlook, Teams, Word, and PowerPoint), Adobe Acrobat, etc.
Ability to clearly communicate technical concepts to various stakeholders, including those from a non-technical background.
Exceptional oral and written communication skills.
Ability to recognize, analyze, and effectively solve problems in a timely and organized manner.
Ability to multi-task in a fast-paced environment.
Skill and ability to provide a positive and efficient customer service experience.
Strong organizational skills.
Strong understanding of problem-solving methods and practices.
Experience developing appropriate documentation for customers and service desk staff.
Understanding of ITIL Service Desk Incident Management methods and practices.
Experience identifying trends for Major Incident identification
Understanding of Knowledge Management principles and their benefits within a Service Desk team.
Ability to participate in larger technical projects such as the customization and integration of new or modified help desk telephonic systems, incident/problem/change management systems and other related business software.

Nice To Haves

Familiarity with ITSM/ticketing systems e.g. Cherwell
Experience writing technical and user documentation
Image and deploy PCs (2-5 years' experience)

Responsibilities

Provide professional and exceptional first line support for all customers utilizing the our clients IT services.
Respond in a timely manner to requests for technical assistance in person, via phone, or electronically.
Diagnose and resolve technical hardware and software issues.
Resolve incidents with workstations, printers, copiers and scanners.
Provide training and education to customers.
Research solutions using available information found in the knowledgebase and the IT service desk system.
Follow standard service desk procedures.
Accurately record, update and document requests using the IT service desk system.
Maintain accurate inventory of all hardware and software resources.
Identify and effectively prioritize situations requiring urgent attention.
Track and route problems and requests and document resolutions.
Stay current with system information, changes and updates.
Maintain excellent communication with all end users and other members of the department.
Work with outside vendors as needed.
Multidivisional hardware and software technical support for multi-Divisional customers.
Configure, install, and upgrade computer hardware and software.
Provide installation, configuration, on-site support, and routine maintenance for peripheral devices (printers, scanners, etc…)
Perform equipment moves and surplus outdated and no longer used equipment.
Create/Maintain Documentation and knowledgebase.
Assist with the development and maintenance of communication templates and procedures.
Assist with the development and maintenance of the service desk system and knowledgebase.
Assist with the development and maintenance of standard operating and escalation procedures.