Service Desk Technician

Company: TEKsystems, Inc ( Learn More )

General Information
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Job Description

TEKsystems has partnered with a great company in Omaha who is looking to expand their Service Desk. They have multiple openings coming available that are both day and swing shifts. A Tier 1 Service Desk Technician solves technical issues remotely through phone, chat or VPN for End Users while providing great customer service. The types of technical issues that the Tier 1 Service Desk resolves includes Active Directory (PW Resets, Adding/Deleting User), Windows 7 troubleshooting (command prompt, internet connectivity, add-ons etc.) and hardware support of phones, tablets and PCs.


Service Desk Technicians are the first point of contact for employees seeking technical support for computer hardware and software. They serve as members of a team by providing technical support via phone and email. Service Desk Technicians are under the supervision of a Service Desk Supervisor.

Service Desk Technicians are also responsible for providing a consolidated point of contact for employees with technical support needs. Service Desk Technicians are responsible for responding to service desk tickets in a timely manner, researching and resolving Tier 1 technical support issues, escalating more advanced issues to appropriate departments. Technical support issues may include: resetting passwords, unlocking accounts, installing software, and executing scripted troubleshooting processes. Service Desk Technicians are to document all trouble tickets with clear, concise explanations in a timely and accurate manner, and prioritize tickets based on their level of urgency.


* Provide a consolidated point of contact for providing Tier I technical support to employees
* Respond to trouble tickets via phone and email in a timely manner
* Determine the scope of the trouble ticket and the responsible department
* Research and resolve Tier 1 trouble tickets
* Immediately notify appropriate individuals of any issues that could potentially impact production activities and follow escalation to keep impact minimal
* Document all trouble tickets with clear, concise explanations in a timely and accurate manner ensuring adherence to department policies and procedures
* Remote client support of various enterprise and desktop applications
* Establish and maintain a professional relationship with customers, team members and department contacts
* Cooperate with team members to provide the best customer experience possible
* Provide quality customer service that exceeds customer expectations
* Escalate to supervisor any situation outside the employee's control that could adversely impact the services being provided
* Other duties as assigned


* Associates degree in computer science, MIS or a related field preferred.
* Customer service experience preferred
* Technical support experience preferred
* Experience installing and troubleshooting computer software and hardware preferred
* Ability to troubleshoot personal computer and peripherals preferred
* Technical knowledge of Microsoft Office applications preferred
* Knowledge of trouble ticketing systems preferred

About TEKsystems:

Join TEKsystems®, a leading IT staffing, IT talent management and IT services firm, and get your career on the fast track. We have more than 100 offices worldwide, and we partner with over 6,000 clients and place over 80,000 consultants per year. At TEKsystems, we seek to understand our consultants' skills, goals and interests, allowing us to present targeted job opportunities on a contract, contract-to-hire or direct placement basis. TEKsystems' leadership in the market stems from our sincere and personal commitment to driving the success of our customers, consultants and each other.

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.If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888 472-3411 or email accommodation@teksystems .com for other accommodation options.
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