Helpdesk Analyst I - (Kansas City)

Description

Job Description - Become part of the greater IT Support organization as a member of the Tier I IT Support Team. IT tickets at a Tier I level to ensure timely resolution or escalation. Ensure all IT tickets are worked or routed appropriately as defined by the team guild lines. Maintain concise documentation for tickets, knowledgebase articles, etc., across multiple systems as needed. Must consistently provide a positive customer service experience whether in-person, teams messaging or telephone calls with Segra employees. Have excellent customer service skills. Highly skilled in time management often handling multiple tickets, emails, IMs and in-person interactions. Should be able to blend in and adapt to a relatively ever-shifting corporate IT landscape. Take a proactive approach to problem solving with minimal business impact or direction from IT Leadership. Work in the KC MO office to help resolve in-person technical issues or other IT related issues outside of the ticket system. Handle all other duties as requested by their manager.

Responsibilities

• Work on and resolve Tier I level tickets within the ServiceNow ticketing platform.
• Help escalate IT Support tickets as needed or help reroute tickets to other applicable departments as needed.
• Help maintain documentation for all user facing materials, such as ticket updates, knowledgebase articles, and other IT Support related materials.

Requirements

• 5 or more years of experience
• Excellent customer service skills in an IT technical setting
• Knowledgeable in all Microsoft products and Dell computer systems
• Experienced in working with people face-to-face or over the phone and find enjoyment in it
• Experience in working in a fast-paced IT environment and have a willingness to be flexible when things don’t go to plan
• Able to work well with others within a IT team setting

Qualifications

• Help desk support
• Troubleshooting
• Service desk
• Ticketing system
• Help desk

Top Skills

• Help desk support
• Troubleshooting
• Service desk
• Ticketing system
• Help desk

Additional Information

• Must have excellent customer service skills in an IT technical setting
• Must be knowledgeable in all Microsoft products and Dell computer systems
• Experienced in working with people face-to-face or over the phone and find enjoyment in it
• Experience in working in a fast-paced IT environment and have a willingness to be flexible when things don’t go to plan
• Able to work well with others within a IT team setting

Pay and Benefits

The pay range for this position is $20.00 - $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)

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.

About TEKsystems Global Services

We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies.

San Francisco Fair Chance Ordinance

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.