Helpdesk Technician

Description:

RESPONSIBILITIES AND DUTIES:

1. Provide company-wide, level 1 support for supported Hardware, Software, Applications, Remote access and User Accounts

2. Support Windows 7 & Windows 10 laptops, desktops and tablets: End-user support, testing, configuration, troubleshooting, problem resolution and escalation.

3. Configure employee’s BYOD mobile devices, Email and applications. Provide level 1 support for Airwatch, multifactor authentication setup, Email and applications on BYOD mobile devices.

4. Provide network account support in Windows environment using Active Directory tools. Support includes enabling/disabling computer and user accounts, password resets, account extensions, offboarding procedures, etc.

5. Perform Asset management duties including invoice verification for received shipments, hardware and software reporting, collection tracking, and manage loaner equipment

6. Assist with answering all communications directed to the Help Desk including phone, voicemail, employee self-service tickets, walk-ups and e-mail messages. Accurately log all requests using tracking software. Analyst self-manage and take ownership of these items with minimal supervision.

7. Monitor infrastructure using monitoring tools provided by Infrastructure team, generate service requests when outages occur, or service is degraded

8. Assist with monitoring Helpdesk ticket system, attempt to resolve requests/incidents at first level

9. Assist with tracking hardware orders in local and remote locations; track inventory counts

10. Learn fundamental operations of commonly used software, hardware, and other equipment

11. Follow the latest processes and procedures, work instructions and search previously completed tickets to resolve incidents and fulfill requests. Keep up with constantly changing instructions as systems are implemented and updated.

12. Participate in team and project meetings

13. Always provide outstanding customer service over the phone, also utilize support tools such as Skype for Business.

14. Perform other duties as assigned by supervisor.

Skills:

Help desk support, Customer service, Ticketing system, active directory, sccm, bomgar

Top Skills Details:

Help desk support, Customer service, Ticketing system, active directory

Additional Skills & Qualifications:

Current Technology in environment:

Active Directory Support Tools Avaya Call Management System Outlook & OWA

Windows 7 / Windows 10 SCCM Citrix

Cisco AnyConnect Office 365 Networked Printers & Drivers

DUO 2-Factor Authentication Skype for Business AirWatch / InTune

Remote Access via Citrix and VPN Ticketing tool (CA Service Desk) Webex

Edge, IE and Chrome Browsers Symantec Encryption iOS & Android BYOD phones

Wireless Connectivity Symantec Antivirus Remote Desktop

Palo Alto Global Protect VPN Workday Mersive Solstice

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.