Help Desk Technician

About the position

The Help Desk Technician role at TEKsystems involves providing level 1 support for a large chemical manufacturing client. This position requires both on-site and remote work, focusing on troubleshooting software and hardware issues, managing help tickets, and ensuring effective communication with end users and IT teams.

Responsibilities

• Perform imaging and other software installations on computers
• Prioritize help tickets properly and communicate updates to users and the support team as appropriate
• Record, track, and document the troubleshooting request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
• Build strong working relationships with end users to set service level expectations and align support with business requirements
• Use proper judgment while complying with escalation workflow to determine problems that need escalation
• Escalate problems (when required) to the appropriate IT teams
• Identify and learn appropriate software and hardware used and supported by the organization
• Prioritize end user requests for software and hardware
• Perform workstation builds including installing and upgrading software, implementing required software and configuring systems and applications
• Participate in disaster recovery exercises as requested

Requirements

• Experience in software troubleshooting
• Strong customer service skills and patience
• Knowledge of security requirements in corporate and divisional security policies
• Understanding of corporate human resource policy and procedure, especially as it relates to technology usage

Nice-to-haves

• Experience with ServiceNow
• Familiarity with imaging and re-imaging processes
• Knowledge of OneDrive

Benefits

• Competitive hourly pay of $20 - $23
• Opportunity to work with a large chemical manufacturing client
• Experience in a dynamic and supportive team environment