Artificial Intelligence
Role details
Job location
Tech stack
Job description
TEKsystems currently has a Service Desk opportunity available with a client in Golden Valley, MN. Ideally looking for someone with some exposure to corporate help desk environments, but open to other environments such as military experience. Also, would prefer someone that can speak to some of the top skills below. Feel free to apply to learn more., This desk is a level 1 to 1.5. They resolve about 60-65% of their calls on the first call. Whatever isn't resolved gets escalated to a level 2 This is mainly a phone support role, however, they also provide support via e-mail and also support walk ups as well. The break down would be 75% phones, 20% e-mails, and 5% walk ups. The shift for this role will ideally be 8:00am to 5:00pm., Provide general support to company team members by responding to ITS Service desk requests, incident logging, troubleshooting, and providing excellent customer service., A. Answer calls into the service desk and provide quality customer service to resolve issues
B. Log all incidents and requests in the ITS incident management system
C. Provide general setup and troubleshooting on computer hardware and software
D. Ensure all communication and escalation processes are followed
E. Develop and maintain a thorough understanding of the customer's business process
F. Participate in special assignments and projects as requested, which may include;
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Validating software setup/configuration instructions
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Participating in ITS projects, B. All team members are responsible to understand and abide by the procedures and practices outlined in the company Operations Manual.
C. All team members are responsible for supporting an inclusive work environment and all affirmative action and employment related goals and requirements.
D. All team members are expected to demonstrate the following characteristics:
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Cooperate with others when in a team environment
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Accept direction from supervisors
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Follow work rules and procedures
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Punctual and consistent attendance
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Accept constructive feedback
Great customer service skills and a great phone presence. "I want someone that can turn a conversation if it starts turning sour." They don't get a lot of calls that go that way, but that's the type of personality he's looking for.
Work Environment
This is a great organization to work at. This is a medium sized organization that feels like a family. Others on the team have described working there as "the best environment" they've ever worked at because they are so welcoming and inviting. Work will start off 100% onsite to ensure proper training and future success. After that manager is open to remote work., 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. Related Jobs Service Desk Analyst TEKsystems
Minneapolis, MN*Remote
Operations Leadership Communication Issue Tracking Problem Solving Customer Service Active Directory Operating Systems Technical Support Help Desk Support Computer Hardware Directory Service Business Valuation Incident Management Microsoft Windows 10 Full Stack Development Artificial Intelligence Business Transformation Configuration Management Interpersonal Communications Troubleshooting (Problem Solving) +0
Google IT Support Service Desk Analyst TEKsystems
Minneapolis, MN*Remote
Operations Leadership Communication Issue Tracking Problem Solving Customer Service Operating Systems Technical Support Help Desk Support Computer Hardware Directory Service Business Valuation Incident Management Microsoft Windows 10 Full Stack Development Artificial Intelligence Business Transformation Configuration Management Interpersonal Communications Troubleshooting (Problem Solving) +0
Requirements
CompTIA A+ Positivity Apple IPad Communication Phone Support Microsoft 365 Detail Oriented Problem Solving Customer Service Active Directory Active Listening Help Desk Support Computer Hardware Business Valuation Incident Management Microsoft Windows 10 Relationship Building IT Service Management Workplace Inclusivity Full Stack Development Artificial Intelligence Effective Communication Business Transformation Ethical Standards And Conduct Troubleshooting (Problem Solving), * 2 - 3 years of phone support experience in a corporate environment
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Experience supporting Mobile Devices and iPad or tablets
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Experience with Win 10 and Active Directory
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2 years of Service Desk experience
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Must have experience with an ITSM ticketing solution. (ServiceNow is what they currently use)
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Must be outgoing and have the confidence to work face to face with both internal and external users.
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They have a ton of walk up visitors and this person needs to be audible ready and willing to have face to face conversations with customers)
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Lots of phone time with call follow-ups to customers
Additional experience that would be a plus:
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Experience with Win 10 as they will be moving to it (80% there currently)
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O365 experience
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Experience with Service Now, High quality, professional work product performed with initiative, productivity, a positive attitude, and behavior. Performance should meet or exceed the established standards, goals, and accountabilities of the position., A. Excellent troubleshooting and organization skills
B. Professional, detail oriented team player
C. Ability to provide a high level of customer service in an dynamic environment
D. Thorough knowledge of Office 365, and other office software and equipment
E. Strong teamwork orientation
F. Positive attitude and professional customer service skills
G. Strong analytical, problem solving skills
H. Strong interpersonal and communication skills
KEY SKILL PREFERENCES
A. Open to change based on diverse input and feedback
B. Effectively work with those of diverse backgrounds and organizational levels
C. Adaptive, effective communication and active listening skills
D. Strong cross-cultural relationship building and influencing at all organizational levels
EDUCATION AND EXPERIENCE REQUIREMENTS
A. Minimum of 1-3 years' experience in related field
B. Previous experience supporting Office 365 suite of applications
C. Completion of A+ Certification preferred but not required
ORGANIZATIONAL RESPONSIBILITY
A. All team members are expected to be in alignment with and contribute to the company values and ethical standards as stated in the company Code of Ethics and Business Conduct., Positivity Apple IPad Communication Phone Support Microsoft 365 Detail Oriented Problem Solving Customer Service Active Directory Active Listening Help Desk Support Computer Hardware Business Valuation Incident Management Microsoft Windows 10 Relationship Building IT Service Management Workplace Inclusivity Full Stack Development Artificial Intelligence Effective Communication Business Transformation Ethical Standards And Conduct Troubleshooting (Problem Solving) +0
Benefits & conditions
This is a Contract to Hire position based out of Golden Valley, MN. Pay and Benefits
The pay range for this position is $20.00 - $30.00/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