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Form of workJob Description
TEKsystems is looking to add a team member on their Service Desk Team!
OPPORTUNITY TO WORK REMOTE ONCE FULLY QUALIFIED!!
Job Description
We're looking to find someone who will provide 100% virtual support for their customers. Day-to-day breakdown: 60% is answering calls and 40% is around daily tasks, service queues, project work, and documentation.
Requirements
1-2 years help desk/Service Desk experience.
Covid-19 vaccination
Drug Test
Background Check
Schedule
M-F onsite 6am-2:30pm
Two weeks of training:
First week - knowledge transfer with no live time (phones)
Second week - shadowing a senior member on the team and taking turns on the phones
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Taking inbound phone calls and chats to provide basic to complex troubleshooting of hardware/software. The ability to use existing knowledge base content to search for known solutions and implement work arounds.
Agent must be able to follow directions and be able to process large amounts of information in a customer focused/friendly manner in a fast-paced, high-volume environment with great communication skills.
Must demonstrate proficiency by efficient triage of the problem, efficient use of solutioning tools, and use of escalation processes to quickly resolve or escalate incidents that require further subject matter experts.
Common call/chat types are assisting with encryption password and active directory passwords, remote access questions that may arise from a predominate work from home customer base, software installs, printer setup and other peripherals.
Other: knowledge of and ability to troubleshoot general Microsoft software products such as Windows 10, Windows security updates/patching, O365, Active Directory, Outlook email, Teams. Additionally, knowledge of Virtual Desktop Infrastructures and support of Mobile Devices such as iPhones and or Androids.
