Help Desk Technician

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., * 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 ServiceNow
• 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

• 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, OneNote) 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, * Experience in a call center, help desk, or customer service environment
• Familiarity with ticketing systems such as ServiceNow
• Exposure to small commercial insurance or financial services (preferred but not required)
• Basic technical troubleshooting knowledge (VPN, connectivity, remote work tools), * 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

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

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 and 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. Learn more at TEKsystems.com. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. 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. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.