Job Specifications
*IT Service Desk/Help Desk*
*Job Description*
*Mid Level: * Skills equiv. to 3-5 years in comparable IT Support position.
Responsible for IT helpdesk and/or service desk support for customers systems.
Experience with 1st and/or 2nd level enterprise support in a O365 / Windows environment
Experience providing phone, chat and email support to customers.
Strong customer service skills, strong people and interpersonal skills.
Must have strong verbal and written communication skills.
*Job Responsibilities: *
Diagnose and troubleshoots end user desktop application issues and provides appropriate solution.
Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction
Provides incident status updates to management and end-users per service level guidelines
Support and maintain effective relationships with users Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support
Provide support for PCs, laptops, printers, cell phones, and tablets etc.
Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management)
Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets).
Communicates with customers at all levels of technical and non-technical skills sets Follow all standard operating procedures (SOP) through the effective use of Knowledge management
Required Experience: 2+ years of experience working in a service desk or customer service environment Minimum 1 year technical support experience Minimum 1 year chat support experience Experience using ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager) Ability to type at least 40 words per minute Ability to multitask effectively and handle 2-3 concurrent chat sessions at a time
Working knowledge of PC technical support, systems administration, networking, Windows and Mac OS Bachelor's or Associates degree in Information
*Skills*
Help desk, Windows 10, Active directory, remedy, Windows, Technical support, Troubleshooting, Support
*Top Skills Details*
Enterprise Help desk, Windows 10, / 11 Active Directory, Technical Support, Troubleshooting
*Additional Skills & Qualifications*
Currently the National Service Desk team at customer supports around 1,500 internal applications
Ideal candidates will have experience supporting mobile devices to include iPhones and iPads, and if they have worked with MobileIron that would be a plus
This team does zero face to face interaction with users and they will not be supporting hardware
Currently agents take around 30-40 calls and chats a day
Candidates need to be good with working with a Knowledge Base to be able to lookup issues to help them in resolving the issues with users.
Candidate must have experience in resolving issues via phone and chat; need resources that can multi-task and do 2 chats at once if needed.
Candidate must be able to receive constructive feedback
Performance Reviews: Candidate will receive monthly reviews on their performance so they know where they stand
Candidate must have experience with working with ticketing systems (ex. Remedy or Smart IT) , SCCM, Active Directory, Remote Tools, and MS Office
Manager indicated that he has had some success in the past with resources that have worked at Best Buy (Geek Squad).
Education/Experience*: Working knowledge of PC technical support, systems administration, networking, Windows and Mac OS Bachelor's or Associates degree in Information
*Experience Level*
Expert Level
*Job Type & Location*
This is a Contract position based out of Phoenix, AZ.
*Pay and Benefits*
The pay range for this position is $18.00 - $25.00/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 Phoenix,AZ.
*Application Deadline*
This position is anticipated to close on Dec 9, 2025.
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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 a
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