Help Desk Technician

Description

TEKsystems' client in the Rochester, NY area is seeking a Help Desk Technician on a 12 month contract basis. On a day to day, this candidate will be providing customer and technical support through analysis and problem solving to facilitate installation, implementation, maintenance, education, and documentation of a variety of computer and software technologies utilizing remote communication with the end user as well as onsite repair and analysis 50% of the time. Will escalate complex problems to Help Desk Level 3.

We are seeking a customer service-oriented Help Desk Technician with a strong focus on Windows support to provide technical assistance to users in an efficient and accurate manner. You will be the front line, solving basic technical problems and providing support for all assigned areas.

Responsibilities:

- Serve as the first point of contact for customers seeking technical assistance over the phone, email, or chat.

- Perform remote troubleshooting through diagnostic techniques and pertinent questions.

- Determine the best solution based on the issue and details provided by customers.

- Walk customers through the problem-solving process.

- Direct unresolved issues to the next level of support personnel.

- Identify and suggest possible improvements on procedures.

- Provide specialized support for Windows operating systems, including installation, configuration, and troubleshooting.

- Support users with Windows-based applications and software.

- Manage and troubleshoot issues related to Windows updates and patches.

- Ensure security and compliance of Windows systems.

Requirements:

- Proven experience as a help desk technician or other customer support role.

- ServiceNow Ticketing Experience

- Good understanding of computer systems, mobile devices, and other tech products.

- Ability to diagnose and resolve basic technical issues.

- Proficiency in English.

- Excellent communication skills.

- Customer-oriented and cool-tempered.

- BS degree in Information Technology, Computer Science, or equivalent.

Skills

Help desk support, Help desk, Troubleshooting, Customer service, Service desk, Windows 10, Active directory, Windows, Support, Phone support, Ticketing system, Servicenow, Desktop, Technical support, Helpdesk troubleshooting

Additional Skills & Qualifications

Nice to have: Mac knowledge, bilingual is a plus

Experience Level

Intermediate Level

If you are interested in this opportunity, please submit your resume, and a recruiter will reach out!