Help Desk Analyst

100% remote

*must reside within 30 miles of Des Moines, IA

Technical

• Troubleshooting

• Customer Service

• Phone, Email, Chat

• Windows

• Active Directory

• ServiceNow

• Tier 1.5

Description

We are looking to bring on a group of Tech Support Agents to support the internal employees of a financial services company via inbound phone calls. Agents will be trained on the internal tools, systems, processes and will be responsible for managing a ticketing que and helping troubleshoot issues that the employees are experiencing. Types of calls include: password resets, server issues, VPN/connection issues, outlook, specific application issues, etc.

The first week of the role will involve agents going through compliance courses, the second week is a 1 week instructor lead virtual training. After training is over agents will move into their designated shifts and start taking phone calls.

Day-to-Day

• Taking inbound phone calls and chats to provide basic to complex credential administration/password, computer setup and configuration.

• Use existing knowledge base content to search for known solutions and implement work arounds.

• 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.

• Triage problems and use the escalation processes to quickly resolve or escalate incidents that require further subject matter experts.

• Utilize call/chat to assist with encryption password and active directory passwords, remote access questions that may arise from a predominately work from home customer base, software installs, printer setup and other peripherals.

• Troubleshoot general Microsoft software products such as Windows 10, Windows security updates/patching, O365 , Outlook email, Teams.

• Understand and use Virtual Desktop Infrastructures and support of Mobile Devices such as iPhones and or Androids.

Additional Skills & Qualifications

• Attendance and reliability is very important for this role.

• You will start in a structured training model and then switch into a designated shift time.

• Must maintain flexible working hours while getting up and running.

• Strong customer service skills via phone, email and chat.

• Must be able to work with people at all levels and demonstrate the ability to understand and embrace change.

Work Environment

• Remote team, call center environment.

• Support internal customers.

• The dress code is business casual, and the environment is a team-based.

Expected Start Date

• Start Date September 30

• 2-Step Interview

Schedule

• 1st shift hours

• Must be open to working 5 days per week

• May work 1 weekend day

• Federal Holidays Off

Compliance Requirements

• Background Check Required

• IT experience, minimum 6-months

• Not able to work around school schedules

  *Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms.  If eligible, the benefits available for this temporary role may include the following:

• Medical, dental & vision

• Critical Illness, Accident, and Hospital

• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available

• Life Insurance (Voluntary Life & AD&D for the employee and dependents)

• Short and long-term disability

• Health Spending Account (HSA)

• Transportation benefits

• Employee Assistance Program

• Time Off/Leave (PTO, Vacation or Sick Leave)

  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.