One of our well known clients in their area is looking for an I.T. Support Technician to join their team. Additional details for this role are listed below.

Description:

• Job Responsibilities Summary:

  Technical Support Tier 1 Support Specialists are responsible for providing first level technical assistance to all End-Users who are experiencing a variety of technical-related issues as they use their computers, online platforms, and course related materials. This is an entry level position within a fast-paced call center environment.

• Essential Job Functions

  • Tier 1 Support Specialists will engage with End-Users by answering phone calls, responding to cases/tickets, emails, chat messages, etc. Tier 1 Support Specialists also meet with End-Users virtually or in person to provide assistance when necessary.

  • Provide outstanding customer service by maintaining a polite, professional, optimistic, empathetic, and professional tone at all times (this includes, but is not limited to, calls & digital communications, etc.)

  • Must be able to communicate effectively, ask appropriate questions to gather information, multitask across various systems, call center applications, and handle a variety of media and content formats.

  • Responsible for maintaining a working knowledge of organizational systems, sites, tools, applications and resources and feel comfortable helping with hardware/software installation, etc.

  • Must always aim to provide a “one call resolution” where possible by analyzing problems in order to determine the quickest and most effective ways to address an end-users concerns.

  • Collaborate with other operational, technical, and education support teams to successfully assist with presented issues in a timely manner. Tier 1 Support Specialists must route calls/cases to the appropriate individuals/groups when necessary and must provide a detailed account of the issue(s) being presented (being sure to include any pertinent information about troubleshooting steps taken, etc.)

  • Maintain detailed records of daily interactions, installation activities, reported issues, completed solutions, etc. and be able to conduct effective trouble shooting for common computer issues (Internet connectivity, basic computer setup, customization and preferences, software installation, various web browsers, etc..

  • Must be able to work both independently and as part of a team. Communicating with our Leadership Team to understand how to effectively prioritize tasks, etc.

  • All Applicants must be able to work flexible schedules and weekends as our Technical Support Department is open 7 days per week from 8am EST - 3am EST (Sunday - Saturday). We offer both Full Time (40 hours per week) and Part Time (20 hours per week) positions.

  • Adhere to the policies and procedures as outlined by the Technical Support Team.

  • Take precautions to safeguard confidential personnel and company information.

  • If working remotely, employees must have access to reliable secure internet. We recommend a minimum of 50 to 100 Mbps download speeds for working from home, and at least 10 Mbps upload speeds.

  • When working remotely, the Tech Support Agent must have a quiet and private place to work from (safeguarding against noise and distractions).

  • Demonstrate a strong commitment to the mission and values of the organization.

  • Maintain strict adherence to their work schedule.

  • Perform all duties as outlined as well as others that may be assigned by the Technical Support Leadership Team. (The Technical Support Leadership Team reserves the right to restructure responsibilities as necessary to ensure that organizational needs are met).

Skills:

Customer support, Customer service, Troubleshooting, Active directory, Help desk support, Customer service skills, Windows, apple ios, Help desk, Call center, Microsoft, Technical support

Top Skills Details:

Customer support, Customer service, Troubleshooting, Active directory, Help desk support, Customer service skills, Windows, apple ios, Help desk, Call center, Microsoft, Technical support

Experience Level:

Entry 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.