Help Desk Technician

Company: TEKsystems, Inc
Location: Baltimore
Posted on: January 15, 2021

Job Description:

The scope for Level 1.5 is dedicated phone support performing triage of incidents and requests from end users within the Laptop Deployment Project. The Level 1.5 resources will handle requests initiating from the inContact ACD/IVR. Scope of support will be first level contact and troubleshooting from the time the user receives their new device until 3 days post deployment. All escalations from Level 1.5 resources will route to Level 2 for additional support. Specific responsibilities include acting as the customer advocate for problem resolution, demonstrating intermediate-advanced trouble-shooting skills, handling, diagnosing, and resolving end user calls in a single point of contact help desk environment, and providing assistance to other members of the team. This work must be documented in a detailed manner in a ticketing tool (ServiceNow). An average call lasts approximately 6 minutes; first call resolution rate goal is 75%. The most common calls are listed below: 1. Microsoft Outlook 2. Active Directory 3. VPN 4. Network Troubleshooting 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.

Keywords: TEKsystems, Inc, Baltimore , Help Desk Technician, Professions , Baltimore, Maryland