Helpdesk Technician

The Helpdesk Technician will support the seamless transition of approximately 250 laptops from an acquired company into the existing environment, using Intune and Autopilot for imaging and deployment. Following the transition, the role will focus on providing high-quality, white glove support to new users, delivering both remote and in-person assistance to ensure a smooth and efficient onboarding experience. Responsibilities

• Support the transition of around 250 laptops from an acquired company into the existing infrastructure using Intune and Autopilot.
• Perform computer imaging and configuration of devices, ensuring they meet organisational standards and user requirements.
• Provide white glove, customer-focused support to new users following the transition, ensuring a smooth onboarding experience.
• Deliver in-person, hands-on assistance at the desktop level to diagnose and resolve hardware and software issues.
• Use diagnostic tools and help request tracking systems, such as ServiceNow, to log, manage and resolve incidents and service requests.
• Troubleshoot issues related to Windows 10, Office 365 and other standard applications, ensuring minimal disruption to users.
• Support and maintain desktop and server operating systems, including older versions such as Windows 7 and Server 2008 and above, where required.
• Provide extensive application support for Microsoft Office products, addressing configuration, performance and usage issues.
• Apply ITIL principles and processes when handling incidents, requests and changes, contributing to a structured and efficient service desk environment.
• Maintain clear, accurate and comprehensive documentation of issues, resolutions and procedures.
• Communicate clearly with users, providing updates, explanations and guidance in both written and verbal form.
• Build strong rapport with users, actively listening to their concerns and asking effective questions to understand and resolve their issues.
• Collaborate with other IT team members to ensure consistent service delivery and continuous improvement of support processes., This role offers the opportunity to work on site at a major North American headquarters, supporting a large, complex environment within a global food and beverage organisation. You will gain valuable experience with modern deployment technologies such as Intune and Autopilot, while working in a professional, ITIL-driven setting that supports your growth in service desk and end-user support. The environment encourages high standards of customer service and provides exposure to enterprise-level systems and processes. Work Environment

Microsoft 365 Windows Servers Customer Service Microsoft Office Diagnostic Tools Rapport Building Operating Systems Technical Support Help Desk Support Computer Hardware Business Valuation Microsoft Windows 7 Microsoft Windows 10 Full Stack Development Business Transformation Windows Remote Assistance Office 365 Administration Process Driven Development Computer-Generated Imagery Verbal Communication Skills Interpersonal Communications End-User Training And Support Continuous Improvement Process Troubleshooting (Problem Solving) Information Technology Infrastructure Library Microsoft Intune (Mobile Device Management Software), * Hands-on help desk and service desk support experience in a professional environment.

• Strong troubleshooting skills, with the ability to diagnose and resolve hardware, software and connectivity issues.
• Experience with Intune and Autopilot for computer imaging and device deployment.
• Excellent customer service skills with a focus on providing white glove, high-touch support.
• Proficiency in supporting Windows 10 operating systems.
• Extensive application support experience with Microsoft Office.
• Experience using ServiceNow or similar help request tracking tools.
• Knowledge of advanced computer hardware, including SSDs and general peripherals.
• Experience with desktop and server operating systems, including Windows 7 and Server 2008 and above.
• Experience working in an ITIL-driven environment with a working knowledge of ITIL principles and processes.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a strong focus on rapport-building, listening and questioning.
• Strong documentation skills, with the ability to record issues and resolutions clearly and accurately., * Experience in a corporate helpdesk or service desk environment.
• Familiarity with Office 365 administration and user support.
• Ability to provide in-person, hands-on support at users’ desks.
• Comfort working in a structured environment following established processes and procedures.
• Ability to prioritise and manage multiple support requests effectively., Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors., Microsoft 365 Windows Servers Customer Service Microsoft Office Diagnostic Tools Rapport Building Operating Systems Technical Support Help Desk Support Computer Hardware Business Valuation Microsoft Windows 7 Microsoft Windows 10 Full Stack Development Business Transformation Windows Remote Assistance Office 365 Administration Process Driven Development Computer-Generated Imagery Verbal Communication Skills Interpersonal Communications End-User Training And Support Continuous Improvement Process Troubleshooting (Problem Solving)

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., 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.