Helpdesk Support Specialist

Description:Position hours: Saturday/Sunday 6 am - 6 pm Monday/Tuesday 6 am - 3 pm 12 state holidays paid 1 week PTO Primary Purpose of the Position The Service Desk is the 24×7 single point of contact for customer submitted incidents and service requests. Service Desk Technician II’s provide consultation, advanced support, and/or advanced instruction to users of hardware, software, operating systems, telephony, unified communications, mainframe, identity management, networking, or other information technology based systems located throughout the state agencies, universities, and for private citizens. May be a Subject Matter Expert in one or more areas, i.e. desktop, M365, voice, mainframe, or knowledge management Provide advanced technical support via phone, email, and tickets, working under general supervision of the Service Desk management team. Research issues / problems soliciting relevant information from users to describe non-routine problems resolving or escalating to the next level. This position is critical in handling tickets from UST I’s, promoting a positive customer relationship and requires a high customer service orientation, strong interpersonal skills and advanced troubleshooting skills to provide support to a diverse population. This position is required to work nights and weekends and holidays, as needed. Knowledge, Skills, and Abilities Recommended in this Position Impeccable customer service skills Ability to apply more advanced technical knowledge to independently work on routine and complex tasks and recording details into an IT Service Management application. Enhanced computer literacy is required. Understanding of call center environment and role. Experience with ServiceNow is a plus. Effective communication skills (verbal and written), including proficient typing, grammar, and spelling skills are required. Advanced troubleshooting and problem-solving skills in Microsoft Windows, Microsoft Office suite, network connectivity, mainframe, voice, network printing, email, smartphones, and web-based applications. Ability to organize and follow more complex and/or detailed technical procedures. Capable of resolving routine problems based on existing documentation, training, and resources. Working knowledge of technology principles and terminology associated with the work unit and ability to integrate in identifying problems or solutions. Demonstrated sense of ownership and urgency. Ability to establish proactive relationships with customers, including providing education to customers, as appropriate. Ability to convey ideas on non-routine subjects clearly. Translates technical issues into understandable terms for non-technical users.Skills:bomgar, servicenow, windows 10, phone supportTop Skills Details:bomgar,servicenow,windows 10,phone supportAdditional Skills & Qualifications:state experience preferredExperience Level:Intermediate LevelContact (919) 518-3491 for more details about the role and any inquiries 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.