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