IT Support Technician - Minneapolis, Minnesota | CareerCircle
Job thumbnail

IT Support Technician

TEKsystems

02/22/2022

Posting ID: JP-002663265

×Not Interested
Save Job
Pin drop icon
Minneapolis, Minnesota
Share:Facebook iconTwitter iconLinkedin icon

Description:

Contribute to the achievement of goals by providing 1st level technology support to all employees and key service providers. This role will require a high degree of technical and business-related skills, strong customer focus, and attention to detail.

Major Responsibilities:

Develop understanding of the role of IT in supporting our business partners

Diagnose and troubleshoot incidents from varying sources (phone, email, web, voicemail) and ensure they are logged/monitored in the tracking/ticketing system

Establish the priority of requests or incidents logged. In the event the analyst cannot resolve, the analyst will escalate to the appropriate IT personnel

Participate for Go Live support of major IT initiative

Provide IT Customer Service ‘off hours’ –independently executing standard procedures for escalation of customer issues and change control

Accountable for completion of project work with multiple IT managers providing work direction; handle prioritization of competing deadlines

Key Deliverables:

Operation and Support Technicians (Tier 1) are the first line of telephone support for Technical Support such as Tier 1 Support Technicians will log into the phone system as the highest priority

Escalate calls to Tier 2 Technical Specialists and/or second level IT support personnel as defined in ITSM knowledge articles and/or team process documentation

Responsible for managing all telephone calls to adhere to individual / unit scorecard metrics

Responsible for following and supporting all established Service Center practices and initiatives

Participate in the incident management processes

Build and foster open and effective relationships with business and technical owners for assigned Subject Matter areas

Communicate relevant issues to team and customers as appropriate, in a timely manner

Limited participation in department / division projects

Participate in and support continuous improvement initiatives and activities

Analysts Competencies

Business Acumen

Customer Service and Focus – understands the underlying concepts and values of a service organization. Can identify key characteristics of customer service

Can identify the characteristics of good communication

Can recognize the need for, and is able to create, clear, concise written communications

Foster Open Communication

Technical/Functional Expertise

Passion to Deliver Results

Teamwork

Ability to create effective documentation

Able to adhere to, and participate, in problem reporting and escalation practices

Skills:

Desktop, Customer service, Hardware, Deployment, Windows 10, Imaging, Phone support

Top Skills Details:

Desktop, Customer service, Hardware, Deployment

Additional Skills & Qualifications:

2-year IT degree, A+ certification, current training in the existing operating system – or - 2 – 3-year experience in a technology service desk role (school support desk acceptable)

Technical knowledge including:

Fundamentals of computer networks

Intermediate level technical expertise of Microsoft desktop computer applications and operating systems

Experience Level:

Intermediate Level

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.

Contact Information

Recruiter: Jean Chambers

Phone: (410) 579-3072

Email: jchambers@careercircle.com

Related Courses

Blog