Help Desk Technician

Small Business Help Desk Representative Overview

As a Small Business Help Desk Representative, you will play a critical role in delivering exceptional customer support in a fast-paced, high-volume environment. Serving as the first point of contact for both internal and external customers, you will primarily provide assistance through phone interactions while also managing email and portal inquiries.

This role requires strong communication skills, technical aptitude, and critical thinking to effectively analyze issues, triage requests, and deliver timely, accurate resolutions.

Key Responsibilities

+ Serve as the first point of contact for customer inquiries via phone in an automated call delivery environment (NICE CXOne)

+ Manage and respond to email and portal requests within established turnaround times (12 business hours)

+ Provide first-level technical support and issue resolution for customers

+ Accurately track and document all customer interactions and tickets within Service Now

+ Take ownership of customer requests, ensuring efficient, professional, and complete resolution

+ Meet First Call Resolution (FCR) standards whenever possible

+ Collaborate with internal teams and business partners to resolve complex issues end-to-end

+ Navigate multiple systems and applications to research, analyze, and resolve inquiries

+ Maintain performance standards in a fast-paced, metrics-driven environment

+ Ensure compliance with company policies, regulatory standards, and internal business processes

+ Apply basic knowledge of small commercial insurance products and underwriting guidelines

Required

Skills & Qualifications

+ Strong customer service and communication skills (verbal and written)

+ Excellent critical thinking and analytical abilities to identify, assess, and resolve issues

+ Ability to manage multiple priorities and work effectively under time constraints

+ Strong organizational skills with high attention to detail

+ Proficiency in Microsoft Office (Word, Excel, One Note) and general computer systems

+ Accurate data entry and ticket tracking skills

+ Ability to work both independently and collaboratively within a team

+ Reliable, adaptable, and responsive with a strong sense of accountability

Preferred Qualifications

+ Experience in a call center, help desk, or customer service environment

+ Familiarity with ticketing systems such as Service Now

+ Exposure to small commercial insurance or financial services (preferred but not required)

+ Basic technical troubleshooting knowledge (VPN, connectivity, remote work tools)

Education & Experience

+ College-level education preferred; equivalent experience considered

+ Prior experience in customer support, help desk, or service desk roles strongly preferred

+ Experience working in a remote or hybrid environment is a plus

Work Environment

+ High-volume, fast-paced call center setting

+ Hybrid schedule: 4 days in-office, 1 day remote

+ Flexibility required for schedule changes and overtime as needed

Key Traits for Success

+ Strong phone presence and ability to build rapport quickly

+ Critical thinker who can make informed decisions under pressure

+ Customer-focused mindset with a commitment to service excellence

+ Team-oriented with a proactive and solution-driven approach

Job Type & Location

This is a Contract to Hire position based out of O Fallon, MO.

Pay and Benefits

The pay range for this position is $20.00 - $20.00/hr.

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)

Workplace Type

This is a hybrid position in O Fallon,MO.

Final date to receive applications

This position is anticipated to close on Jun 12, 2026.

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…