Help Desk Analyst

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Job description

Location: 100% remote but must sit within 30 minutes of West Des Moines, IA

Description:

A major bank is looking to bring on a group of Tech Support Agents to support the internal employees via inbound phone calls. Agents will be trained on the internal tools, systems, processes and will be responsible for managing a ticketing que and helping troubleshoot issues that the employees are experiencing. Types of calls could include: password resets, server issues, VPN/connection issues, outlook, specific application issues, etc.

The first week of the role will involve agents going through compliance courses, the second week is a 1 week instructor lead virtual training. After training is over agents will move into their designated shifts and start taking phone calls. During this time they will have support from managers and employees to answer questions and provide on the job training until they are comfortable.

Required qualification : Commitment to work through the contract end date. 12-24 months of previous technology experience in a similar Service Desk environment or equivalent experience. Required Skills: Taking inbound phone calls and chats to provide basic to complex credential administration/password, computer setup and configuration. The ability to use existing knowledge base content to search for known solutions and implement work arounds. Agent must be able to follow directions and be able to process large amounts of information in a customer focused/friendly manner in a fast-paced, high volume environment with great communication skills. Must demonstrate proficiency by efficient triage of the problem, efficient use of solutioning tools, and use of escalation processes to quickly resolve or escalate incidents that require further subject matter experts. Common call/chat types are assisting with encryption password and active directory passwords, remote access questions that may arise from a predominately work from home customer base, software installs, printer setup and other peripherals. Other: knowledge of and ability to troubleshoot general Microsoft software products such as Windows 10, Windows security updates/patching, O365 , Outlook email, Teams. Additionally knowledge of Virtual Desktop Infrastructures and support of Mobile Devices such as iPhones and or Androids.

Skills:

Help desk support, Service desk, Troubleshooting, Customer service, Support, Help desk, Windows 10, Active directory, Service, Windows, Phone support, Ticketing system, Office 365, Technical support, Password reset, Remote support, Customer support, Servicenow, Outlook, Helpdesk troubleshooting, Security+, O365, A+, Customer service oriented, Windows 7

Top Skills Details:

Help desk support, Service desk, Troubleshooting, Customer service, Support, Help desk ,Windows 10,Active directory, Service, Windows, Phone support, Ticketing system, Office 365,Technical support, Password reset, Remote support, Customer support

Additional Skills & Qualifications:

-Attendance and reliability is very important for this role

-Agents will start in a structured training model and then switch into their designated shift times so they must be flexible with working hours while getting up and running

-Strong phone customer service skills

Experience Level:

Entry Level

Benefits:

-Medical, dental & vision

-Critical Illness, Accident, and Hospital

-401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available

-Life Insurance (Voluntary Life & AD&D for the employee and dependents)

-Short and long-term disability

-Health Spending Account (HSA)

-Transportation benefits

-Employee Assistance Program

-Time Off/Leave (PTO, Vacation or Sick Leave)

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.

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