Service Desk Technician

Description:

Office is in Blue Lagoon area. Need to be a motivated individual, quick learner. This is more Jr level resource. Can consider entry level if strong motivated, hard working type person with customer service experience, call center experience, tech support experience in large environment with high volume of calls. Don’t need a bunch of active directory exp. These are all contract to hire.

Tech support role, they provide support via phone, emails to the internal associates. Self service portal they use that we support. Most is on the phone. They provide a 4 week training period. They field 20-25 phone calls per day, process emails(10-15 per day) at start with goals to eventually handle 40 interactions a day. User base is about 10k employees

Summary of Position:

The Service Desk Technician provides technical support and customer service to Lennar Associates to enhance productivity in the operation of IS computer technology. The responsibilities include call handling, issue identification, logging and tracking, resolution, and escalation, as appropriate, to IS technical areas. Additionally the role supports administration and support of the Company’s computer systems, printers, copiers, and related computer equipment.

The Service Desk Technician position tasks include end user support, license tracking, and installation of hardware and software solutions, performing upgrades and configuring software applications. The incumbent must possess basic networking understanding, knowledge of remote support programs, good analytical and troubleshooting skills. The position performs various Service Desk operational tasks during non-telephone time.

Principal Duties and Responsibilities:

•Provide Service Desk support and resolve problems to the end user’s satisfaction.

•Perform issue handling, identification and resolution with all levels of Lennar customers.

•Ensure customers maintain productivity while experiencing customer service-oriented assistance.

•Serve as a single point of contact for communicating issues or requesting IS service.

•Serve as the customer’s advocate in ensuring that the proper IS department is notified and responds according to respective documents of understanding.

•Provide technical assistance and support to requests received through helpdesk related to computer systems, software, and hardware.

•Ask questions to determine nature of problem.

•Walk associates through the problem-solving process.

•Install, modify, and repair computer hardware and software.

•Maintain and clean computer equipment.

•Monitor and respond effectively to requests received through the IS helpdesk.

•Monitor Service Request tickets assigned to the queue and process first-in first-out based on priority.

•Utilize and maintain the helpdesk tracking software.

•Document internal procedures.

•Install, test and configure new workstations, peripheral equipment and software.

•Maintain inventory of all equipment, software and software licenses.

•Report issues to the System’s Group for escalation.

•Manage PC setup and deployment for new employees using standard hardware, images and software.

•Assign users and computers to proper groups in Active Directory.

•Perform timely workstation hardware and software upgrades as required.

•Coach and develop associates.

•Work schedule based on available shifts

Education & Experience Requirements:

•Minimum 3+ years of relevant experience customer service experience

•Bachelors degree or IT certifications required (A+ Certification is a huge plus)

Physical Requirements:

This is primarily a sedentary office position which requires the Technician, IT Service Desk to have the ability to operate computer equipment, speak, hear, bend, stoop, reach, lift, and move and carry up to 25 lbs for 8-9 hour shifts. Finger dexterity is necessary. 10-20% of travel is required.

Technical Requirements:

•Demonstrate an understanding of technology / standards used in area of responsibility with minimal supervision.

•Ability to perform complex requests (structured work assignments) to install or configure systems.

•Solve a range of straightforward problems; analyzes possible solutions using standard procedures; receives a moderate level of guidance and direction.

•Recognize how changes may impact the business and other functions within IT; understands how change management is achieved in their assigned area.

•Recognize when and to whom issues should be escalated within assigned area.

•Begin to demonstrate an understanding of IT strategies and their relationship to their assigned area.

•Act as a resource for colleagues with less experience.

Additional Requirements:

•Maintain effective working relationships, supporting company leadership and team.

•Ability to embrace change.

•Influence trust in others and works with integrity and ethically; upholds organizational values.

•Sensitive and responsive to internal and external needs; maintains a positive attitude, willing to seek solutions.

•Creative and innovative approach to problem-solving.

•Maintain a supportive and collaborative team work environment.

•Understand the company's philosophy on diversity in the workplace.

Skills:

Help desk, Help desk support, Service desk, Customer service, Troubleshooting, Windows 10

Top Skills Details:

Help desk,Help desk support,Service desk,Customer service,Troubleshooting,Windows 10

Additional Skills & Qualifications:

Mobile device support and Mac support a plus

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.