Service Desk Technician
Posting ID: JP-002659663
An IT Service Desk Specialist at Christmas Tree Shops must have strong customer service, phone etiquette, troubleshooting, writing skills, and a basic understanding of hardware and software applications. The primary responsibility of this role entails being on the phones with internal customers, effectively listening and troubleshooting IT related issues, opening tickets and providing a solution or escalating the issue. Under the direction of the Service and Support Manager, they will be flexible and adaptable to work on other IT related projects as assigned.
Help desk, Service desk, Support, Windows, Customer service, Windows 10
Top Skills Details:
Help desk,Service desk,Support,Windows,Customer service,Windows 10
Additional Skills & Qualifications:
Provide the highest level of customer service to both onsite and remote users, both internal and external to Christmas Tree Shops. Apply communication and customer service skills to effectively work with users in response to their Service Desk calls, and effectively walk through the problem-solving process. First level email and phone technical support response; answering and responding to user inquiries regarding computer software or hardware operations in a timely manner and being able to do so in person and remotely. Use remote assistance tools to support work from home or remote users. Occasional after-hours support, in an on-call scenario, to address time-sensitive critical end-user needs or emergencies. Maintain familiarity with and troubleshoot the following technologies: Microsoft Windows 10, MS O365 Suite, Citrix receiver and desktop environments, mobile device management tools, multi-factor authentication, VoIP telephony, all major Internet browsers, VPN connectivity, IBM iSeries/iAccess 5250 emulation software, software management and distribution tools a plus. Work within Active Directory and Office 365 cloud environments for general account management, password and permissions troubleshooting, etc. Support and troubleshoot essential video conferencing technologies, such as Zoom, Microsoft Teams, WebEx, and in-room A/V technologies such as web camera and wireless display adapters. Stage and provide troubleshooting for RF vehicle mounted computers, handheld scanners and scales. Liaise with various vendors to maintain IT infrastructure and equipment such as HVAC, hardware repair, battery PMs, etc. (Includes escorting and assisting vendors as needed.) Liaise with other IT groups including Networking and Server teams to provide boots on the ground assistance as needed. Utilize and maintain the IT helpdesk ticketing system, as well as the internal IT knowledge base and documentation repository.
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.
Recruiter: Jean Chambers
Phone: (410) 579-3072