Description:

Position Overview: We are seeking a highly skilled and motivated Tier 2/3 Deskside Support Technician to join our dynamic IT support team. As a Tier 2/3 Deskside Support Technician, you will play a critical role in providing advanced technical assistance to end-users, resolving complex IT issues, and ensuring the optimal functionality of our organization's technology infrastructure. This position requires a deep understanding of hardware, software, and networking systems, as well as exceptional problem-solving and communication skills.

Responsibilities:

• Provide expert-level technical support to end-users, both in person and remotely, resolving escalated issues in a timely and efficient manner.

• Diagnose and troubleshoot complex hardware, software, and network problems, ensuring minimal disruption to user productivity.

• Collaborate with Tier 1 and Tier 2 support teams to ensure seamless escalation and resolution of technical issues.

• Manage and prioritize a queue of escalated tickets, maintaining accurate documentation of incidents, resolutions, and actions taken.

• Utilize advanced diagnostic tools to identify root causes of technical problems and implement effective solutions.

• Deploy, configure, and maintain a wide range of hardware and software, including desktops, laptops, mobile devices, printers, and peripherals.

• Provide training and guidance to Tier 1 and Tier 2 support staff, sharing technical knowledge and best practices.

• Collaborate with cross-functional teams, including network administrators, system engineers, and security experts, to address complex IT challenges.

• Stay up to date with industry trends and emerging technologies, identifying opportunities to enhance IT support processes and procedures.

• Contribute to the development and improvement of IT documentation, knowledge base articles, and standard operating procedures.

Skills:

Help desk, Troubleshooting, Service desk, Technical support, Help desk support, Customer service, network support, ZScaler

Top Skills Details:

Help desk,Troubleshooting,Service desk,Technical support

Additional Skills & Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field; relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional, Cisco CCNA) are a plus.

• VMWARE and AZURE Experience is a plus.

• Proven experience (5 years) in a Tier 3 or technical support role, demonstrating proficiency in diagnosing and resolving complex technical issues.

• In-depth knowledge of hardware components, operating systems (Windows, macOS), and software applications.

• Strong understanding of networking concepts, protocols, and troubleshooting methodologies.

• Excellent problem-solving skills, with the ability to analyze and resolve intricate technical challenges.

• Effective communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.

• Experience with remote desktop support tools and ticketing systems.

• Ability to work independently and collaboratively within a team environment.

• Strong customer service orientation and dedication to user satisfaction.

• Flexibility to adapt to changing technology landscapes and organizational needs.

Experience Level:

Expert 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.