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TEKsystems Service Desk Analyst in Tucson, Arizona

100% remote

Description:

looking to add 33 service desk technicians in their current team and provide phone support to the CPAs who are going to logging in for tax season. These CPAs are able to log in whenever they want from wherever they want which means they will be calling in from all over (i.e. home offices, coffee shops, etc.). These technicians need to be very well versed in how to work with people who are not technical who need extra hand holding.

The CPAs are using issued computers that are all running Windows 10. The users will call in, the tech will need to create a ticket in ServiceNow. They also have a knowledge base in ServiceNow that they can reference and update with common issues. The team is available via a collaborative and commonly used Slack channel for any questions that come up.

The candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of employees issues/requests, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Excellent communication and interpersonal skills combined with technical skills are essential to providing a “whiteglove” level of support to the employee community. Service Desk staff work in a dynamic, fast-paced call center that provides service via phone and backend collaboration via Slack.

Job Responsibilities:

  • Troubleshoot software, hardware and connectivity issues remotely.

  • Ability to understand & articulate root cause on customer issues.

  • Log all Service Desk contacts into Incident Management System (ServiceNow)

  • Experience with installation, upgrade, and maintenance of software, hardware, and peripherals.

  • Familiarity with encryption and security tools and triaging within this environment.

  • Assist customers in gaining access to various systems and servers.

  • Provide support for remote employees using Citrix environments.

  • Deploy/patch software using LANDesk technologies.

  • Communicate call trends and challenges team meetings.

  • The ability to take on small projects from start to finish.

  • Knowledge Base and process documentation skills.

  • Work closely with the team to resolve or properly close aging tickets.

  • Take ownership of employee issues and follow up on the status of problem on behalf of the user and communicate progress in a timely manner.

  • Maintain a high degree of customer service for all support queries and adhere to all service management principles.

  • Analyze and resolve incidents with a goal of 90% First Call Resolution

Requirements:

  • Prior Service Desk or Desktop Support experience required

  • Incident Management experience

  • Basic user & security group Active Directory administration experience

  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 10

  • Experience with using and troubleshooting Outlook 2010, 2013, Office 365 within a corporate network environment (permissions, calendaring, delegation)

  • Familiarity supporting VPN issues

  • Familiarity with wired and Wi-Fi Networking bound with Windows Active Directory

  • Familiarity with home network troubleshooting

Skills:

Windows 10, help desk, troubleshooting, Active Directory, O365, Exchange

Top Skills Details:

Windows 10, help desk, troubleshooting, Active Directory, O365, Exchange

Additional Skills & Qualifications:

  1. Self-starter

  2. Passionate about providing excellent customer service and follow-thru to

completion

  1. Good problem solving, diagnosis and troubleshooting skills

  2. Ability to communicate technical issues in non-technical terms

  3. Ability to work independently and within a team

  4. Ability to work cross-functionally

    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.

We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email mpowers@teksystems.com. This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.

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