New

Tier 1 Help Desk

TEKsystems
$16.50 - $17.50 / hr
life insurance, sick time, 401(k), retirement plan, remote work
United States, Florida, Altamonte Springs
Jan 18, 2025
TEKsystems is seeking a Tier 1 IT Service Desk analyst for a 3-6 month contract position with a great organization! This is a work from home position, however candidates must be located near/in the Central Florida area. There is the possibility of FTE conversion, or contract extension beyond the 3-6 month. Description: The Service Desk analyst will be receiving calls from the organizations internal employees. They will be supporting a wide variety of technology issues that end users may be experiencing. They can receive calls on pretty much any piece of technology at the company's various locations. This team supports a total of 80,000 end users. Most important will be for them to answer calls quickly, do their best to diagnose the problem as quick as possible, and create a ticket for the appropriate team. The Tier 1 teams main responsibility is to make sure the queue is clean and hold times are down. The Service Desk Analyst provides Tier One Call Center support for all supported systems, applications, and equipment. PRINCIPAL DUTIES AND JOB RESPONSIBILITIES: * * Adhere to IT Service Management policy and procedures for all in scope process areas. * * Administers all duties in accordance with established policies, procedures, and standards. * * Collaborates with peers, Service Desk Leadership, Administrators, Department Managers, analysts and engineers regarding reported issues. * * Identifies opportunities to improve team member satisfaction. * * Processes incoming customer interactions within Service Desk departmental goals. * * Promptly records specific issues, processes, or reports of customer dissatisfaction. * * Proposes creation or revisions to Service Desk knowledge documentation and processes. * * This position may be required to work overtime in order to support business needs. Top Skills Details: 1) 1+ yrs Call center experience(someone that has dealt with a fast paced call center environment with demanding customers) 2) 1+ yrs experience in a Technical support/Help Desk role or call center experience with gained IT certification, Degree in IT or currently in school for IT. 3) Person must have excellent customer service skills(ability to empathize and have patience with end users)) 4) Critical thought process is also very important skill(person must be able to ascertain what the customer is saying and boil it down to an issue) Schedule: THIS PERSON MUST BE FLEXIBILE TO WORK ANY DAYS/HOURS. They have a wide range of shifts that this person can be put on and they do not make exceptions. After their 3rd or 4th week of training they will know what their permanent schedule will be after training is complete. If candidates advise they're unable to work the schedule they are given, they will not be able to make exceptions. Additional Skills & Qualifications: This person must have excellent customer service, be a self starter, and want to grow with a great company. Skills: call center, customer service, troubleshoot, ticket, office 365, outlook, help desk support, help desk, help desk technical support Top Skills Details: call center, customer service, troubleshoot, ticket, office 365, outlook, help desk support, help desk, help desk technical support Pay and Benefits The pay range for this position is $16.50 - $17.50 * 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) Workplace Type This is a fully remote position. Application Deadline This position will be accepting applications until Jan 30, 2025. 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.