IT Support - Hybrid

Responsibilities

• Scope of the responsibilities is inclusive of all entities within the Americas.
• Provide first and second level incident resolution and request fulfillment for all users with hardware, software and application issues.
• Provide accurate and timely logging of incidents and resolutions in the ITSM ticketing system.
• Effectively support individuals from all levels of the organization, including C-level.
• Prioritize support issues based upon urgency, severity, and impact to both the individual and the organization.
• Manage ticket priority, categorizations, problem association, CI association, and other ticket mechanics.
• Provide effective and accurate solutions to user problems to ensure satisfaction and productivity.
• Obtain and document concise incident, request, and problem information for internal service personnel.
• Escalate problems to appropriate IT staff for workaround, resolution, root cause analysis, and preventative solutions. Document replication evidence prior to each escalation.
• Maintain frequent communications with end users during the incident resolution and request fulfilment process.
• Utilize superior customer service skills and multitasking abilities.
• Manage and lead individual or small projects.
• Work closely with other teams to record and publish knowledge transfer needed to support IT Service Center incidents and/or requests.
• Support continual service improvement by reviewing and recommending modifications to standard operating procedures and work instructions.

• Help desk support
• Service desk
• Windows 10
• Phone support
• Office 365
• Service Now
• Active Directory
• Password reset
• Hardware support

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.

TEKsystems 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.