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Level 1 Help Desk Technician

Company: TEKsystems
Location: Davenport
Posted on: February 21, 2021

Job Description:

Description:Level 1 Service Desk Analyst in the Davenport, IA office. The Level 1 Service Desk Analyst is a member of the Customer Support team and is responsible for first-level technical support. They will respond to end-user inquiries regarding trouble with networks, platforms, servers, and applications. In addition, they will answer questions via phone self-service requests, and electronic mail, related to the use of supported hardware, software, and networking services. Tasks include, but are not limited to, monitoring, tracking, and updating day-to-day status on user incidents and requests.VPN idealFunctional Responsibilities-Provide a single point of contact for end-users to ensure proper computer operation so that the user can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end-user help requests.-Work with customers to understand requirements and expectations, respond to questions from users and remotely assist employees and consultants with technology problems in offices and/or remote sites.-Manage a queue of requests from multiple sources including phone, voicemail, internet service requests and electronic e-mail. -Enter incidents/requests into ticket tracking software.-Prioritize problems/requests appropriately-Apply problem solving and trouble-shooting techniques to inquiries received from users regarding hardware, software and networking services. Provide solutions to the stated and underlying issues.-Learn fundamental operations of commonly used software, hardware and other equipment.-Install requested or upgraded software to user PC?s. -Assign tickets requiring in-depth analysis to the appropriate Level 2 group for resolution.-Follow standard Service Desk operating procedures.-Solicit feedback from user support services to enhance and upgrade the quality of services provided. -Provide input for Knowledge Articles.Team Responsibilities-Assist in training new employees. -Proactively support IT and customer support changes and initiatives.-Manage assigned projects to completion and meet deadlines.-Fulfill other duties as assigned by the Service Desk Manager / management staff..Skills:windowsTop Skills Details:1) Basic IT troubleshooting, whether help desk or break-fix within MS Office and Windows.2) Customer service3)Call Center experience is strongly preferred, but not required. The Client will entertain entry-level candidates.This can sit fully remoteExperience Level:Expert Leve 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.by Jobble

Keywords: TEKsystems, Davenport , Level 1 Help Desk Technician, Professions , Davenport, Iowa

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