New

Help Desk Analyst

TEKsystems
$15.00 - $20.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Texas, Richardson
Apr 12, 2025
Description What you will do - Essential Responsibilities Interact professionally and efficiently with internal customers by assisting with their questions about any of our supported software, hardware, and computing platforms. Provide one-on-one support to customers at all levels of technical and non-technical skill sets with minimum supervision and without the use of scripted responses. Perform remote troubleshooting through diagnostic techniques and ask pertinent and probing questions to resolve Level 1 issues while elevating complex and/or high priority problems to the appropriate support groups for resolution. Ability to quickly identify business critical problems and escalate to appropriate levels. Ability to be able to show patience, understanding, and empathy with customers while focusing on problem resolution. Work collaboratively with people across the organization and mentor less experienced analysts to expand Level 1 knowledge. Maintain a high level of customer satisfaction while addressing customer issues in a timely and professional manner. Purpose of the role The associate will use skills such as problem recognition, research, and resolution steps to diagnose problems with the customer. Basic and advanced problems are resolved while typically more complex issues are assigned to senior level analysts or next level teams. The position involves the use of a problem management database and ticketing system. The position will use excellent verbal and written skills and be able to share knowledge with less experienced analysts. The associate can troubleshoot "open ended questions" on the fly and use their Technology operational knowledge to resolve customer concerns. The associate also acts as a mentor to other members of the team. The Solution Center is the first point of contact for our internal associates. Providing an excellent customer experience is a must! Qualifications and Requirements Minimum of 2-3 years of technical support and customer service experience in a high-volume call center environment. Tech savvy with advanced knowledge of standard software products, databases, and remote control. Advance understanding of computer systems, operating systems, mobile devices, and other tech products. Strong analytical/cognitive skills and exceptional ability to troubleshoot complex and technical problems. Ability to communicate effectively in a non-technical manner (written and verbal). Ability to mentor less experienced analysts. Work independently and within a team environment. Excellent customer service skills required. Proficiency in English. Additional Skills & Qualifications Advanced knowledge of ServiceNow and Microsoft Teams Citrix support experience ServiceNow experience would set a candidate apart, since that is the ticketing system this client utilizes. Strong communication skills and customer service centric attitude are also very important. Experience Level Intermediate Level Pay and Benefits The pay range for this position is $15.00 - $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 Richardson,TX. Application Deadline This position is anticipated to close on Apr 18, 2025. 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.