IT Helpdesk Support Technician

TEKsystems
$16.00 - $22.00 / hr
life insurance, sick time, 401(k), retirement plan, remote work
United States, Michigan, Grand Rapids
Nov 22, 2024
One of TEKsystems Healthcare clients is looking for multiple qualified candidates to support their IT department's Helpdesk Team. Our client is currently going through a company initiative for Digital Transformation. They will be updating and replacing many if the IT systems and core applications within the environment to enhance customer experience. This is leading to many areas of growth. Our client is looking for strong technicians to provide Level 1 and Level 2 Helpdesk phone support to its enterprise environment within Windows Devices. These roles are high paced and our client is looking for candidates that can handle the high volume of calls. This is also a great opportunity for someone to grow their skills within the IT support and have the opportunity to advance their careers within IT. They are currently looking for an individual who is looking to grow within their company. This will be a first shift opportunity. *Please apply if you're interested in hearing more about the opportunity* We are looking to set up interviews as early as next week The following will be day to day responsibilities: Clearly documents client requests by entering information into an ITSM Incident System and assigning call incidents appropriately. Based on documented procedures, determines severity and impact of request and prioritizes workload appropriately. * Provides internal system support to all enterprise customers as well as external support to agent and policyholder customers. * Triage and troubleshoot client computing devices and peripherals for enterprise customers. Peripherals include, but not limited to mobile devices, tablets, printers, cameras, projectors, and similar devices on Windows 10 / 11. * Assists with and resolves call incidents, primarily through the incoming ACD/phone system queue via phone support. * Ability to manage multiple priorities and meet established service level agreements and deadlines in a high production environment. * Identifies, evaluates, and communicates the impact of change on information systems, procedures, and workflows. * Develops support documentation and user references (i.e. faxing, operating system, and Microsoft Office applications), as necessary, for client computing * Maintains an up-to-date technical and practical knowledge and understanding of hardware and software analysis and troubleshooting. * Assists agents and policyholders with utilization of company specific, web-based applications, in support of policy and claim administration. * Modifies and maintains specific end-user application security. * Communicates with external vendors related to software and hardware issues and problem solving. Work Environment: This work will be done typically during normal working hours on a hybrid onsite vs. work from home schedule. (Monday - Friday, 8 am - 5 pm). This includes all the end-users that work in this building as well as the remote users in the area. Medical, Dental, and Vision Benefits Offered from Day One * If you are interested in hearing more about this opportunity, please send your updated resume and contact information to me at: zkanouse@ [teksystems.com](https://teksystems.com/) (no space in email address) * * 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.