Technical Support Specialist

Allegis Group - Franklin, WI

Full-time - Entry Level

Remote - Franklin, WI

10,001+ employees

Administrative and Support Services

About the position

As a Technical Support Analyst, you will be responsible for troubleshooting and resolving technical issues in a contact center environment. This role involves providing comprehensive support for various hardware and software, ensuring customer satisfaction through effective communication and technical expertise.

Responsibilities

• Utilize technical knowledge to troubleshoot and resolve hardware, software, and connectivity issues remotely.
• Provide assistance for Windows 10/11, Office 365, laptops, desktops, printers, mobile devices, and various applications.
• Handle an average of 25 customer interactions per day via phone and chat, serving as the single point of contact for over 20,000 supported staff members.
• Meet and exceed Key Performance Indicators (KPIs) such as first contact resolution, quality, and adherence to schedule.

Requirements

• Proficiency in MS Office, Windows, Active Directory, and remote support tools like ServiceNow and Zendesk.
• Previous experience in a service desk or help desk environment with strong phone and chat support skills.
• Excellent typing skills to handle customer interactions swiftly and accurately.

Nice-to-haves

• General Windows Knowledge/Troubleshooting
• MS Office Troubleshooting
• General Networking Knowledge
• Service Desk Experience
• Phone/Chat IT Support Experience
• Great Typing Skills (WPM)

Benefits

• 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)