Entry Level IT Remote Jobs
Teksystems, a leading IT staffing and services company, provides remote job opportunities for professionals in the technology field. One such position is that of a help desk support technician, a crucial role within the service desk.
In this job post, we will explore the responsibilities, required skills, and qualifications for a help desk support technician, along with the benefits and opportunities of remote work at Teksystems.
Help Desk Support Technician – First Line of Support
As a help desk support technician, you serve as the first line of support for the service desk, playing a vital role in ensuring efficient and effective customer service. Your primary responsibility is to provide first call resolution, addressing and resolving issues raised by end users. In cases where the issue cannot be resolved at the help desk level, you escalate the ticket to the appropriate level for further assistance.
Essential Role and Responsibilities
To excel as a help desk support technician, you must possess a range of skills and fulfill specific responsibilities:
- Respond proactively to telephone calls and emails: As the initial point of contact, you must promptly and proactively respond to incoming calls and emails, demonstrating excellent communication skills and professionalism.
- Open and close work orders: Utilizing help desk software, you are responsible for opening and closing work orders for each call received. This ensures proper tracking and documentation of customer issues.
- Escalate problems and requests: Some issues may require the expertise of a higher-level support team. It is your responsibility to escalate such problems and requests to ensure a positive resolution for the customer.
- Conduct research and escalate complex issues: You will be required to conduct research to troubleshoot relatively simple issues independently. However, if an issue cannot be resolved within fifteen minutes, you must escalate it to a tier 2 Help Desk level for further assistance.
5. Create, modify, and delete user accounts: Following the organization’s policies, you will handle user account management tasks, including creating, modifying, and deleting user accounts. Additionally, you will update relevant documentation to ensure accurate records.
6. Guide end users through troubleshooting procedures: You will provide guidance to end users, assisting them in resolving technical issues through troubleshooting procedures. Your patience and ability to explain complex technical concepts in a user-friendly manner are crucial for successful problem resolution.
7. Re-image workstations and laptops: When necessary, you will be responsible for re-imaging workstations and laptops using the current image software. This ensures the proper functioning of the equipment and maintains a standardized computing environment.
8. Accurately document user issues and troubleshooting steps: It is essential to maintain detailed documentation of user issues, including the troubleshooting steps taken, test results, and resolution information. This information helps in knowledge sharing and streamlining future support processes.
9. Maintain proficiency in technology: As technology evolves, it is crucial to stay updated and maintain an increasing level of proficiency in hardware, software, networking, and other technologies supported by the IT department. This enables you to provide efficient and up-to-date support.
10. Participate in technology projects: You may be involved in various technology projects within the organization, contributing your expertise and support. Active participation allows you to broaden your skills and stay engaged with the latest advancements.
11. Record hours spent on work orders and projects: Accurate time tracking is essential for efficient resource allocation and project management. You are responsible for recording the hours spent on work orders and projects in the designated time and accounting systems.
Skills and Qualifications of this Teksystems Jobs Remote
To be successful in the role of a help desk support technician, you should possess the following skills and qualifications:
- Proficiency in Windows Operating Systems, especially Windows 10
- Strong troubleshooting skills, both for software and hardware issues
- Familiarity with Active Directory and Office 365
- Experience in providing technical support and customer service
- Ability to troubleshoot common help desk issues efficiently
- Proficient in using Microsoft Outlook and ServiceNow
- Strong verbal communication skills for effective interaction with end users
- Attention to detail and accuracy in documenting issues and resolutions
Additional Skills & Qualifications
While the essential skills and qualifications mentioned above form the foundation of a help desk support technician’s role, additional attributes can further enhance your prospects:
- Up to one year of help desk related experience or relevant schooling/certifications
- An associate’s degree in Information Systems or a related field is preferred
- Experience working with Microsoft operating systems at the level used within the organization, as well as familiarity with desktop and laptop hardware, are beneficial for providing effective support.
The role of a help desk support technician is vital in ensuring smooth operations and providing exceptional customer service within an organization. With their expertise in troubleshooting and customer interaction, help desk support technicians play a crucial role in resolving technical issues promptly. Teksystems offers remote job opportunities, allowing talented professionals to contribute their skills and knowledge from the comfort of their own homes. By embracing remote work, Teksystems provides flexibility and opens doors to diverse talent, enabling a more dynamic and inclusive workforce.