IT Support Specialist

Our customer in Syracuse NY, is looking to add 1 qualified IT Service Desk professionals to join their team as they are experiencing growth within the company and team has grown overwhelmed with ticket volumes as well as to address some positive attrition they’ve had in the organization from members leaving the team. They support office and clinical locations around the country as well as corporate/office employees.

Common issues that they are supporting and resolving on a day-day basis include:

• Unlocking Accounts

• Network Reboots (VPN issues)

• Wireless Printer Connection

• Troubleshooting Hardware/Software

• Working within ServiceNOW for ticketing systems

• Microsoft Office Suite (O365)

• Windows 10 OS

• Computer Performance

The ideal candidate for this position is a reliable, adaptable, thought-leading IT desktop support professional capable of maintaining high work standards while independently managing their work. The candidate will also cultivate customer service excellence approach, developing relationships focused on collaboration and will have direct communication with end users, Executives, and peers. This position also will work as needed with several other initiatives, including assisting with projects, interacting with diverse technologies, and partnering with stakeholders in other departments.

Responsibilities

Provides user assistance and ticket resolution for hardware, software, and networking needs.

Diagnoses and troubleshoots problems with technical systems to maintain proper functionality, and escalates unresolved issues as needed.

Conducts diagnostic reviews and troubleshoots issues as requested by users.

Recommends hardware solutions for user computers in office areas.

Troubleshoots and updates devices remotely.

Provides good customer service to ensure functionality and to assist and guide users.

Reports customer feedback and potential technical needs.

Documents technical issues and their resolutions in the IT service management platform

Leadership ServiceNow Communication Phone Support Microsoft 365 Issue Tracking Problem Solving Desktop Support User Assistance Customer Service Microsoft Office Computer Science Active Directory Customer Support Technical Issues Operating Systems Microsoft Outlook Technical Support Help Desk Support Technical Writing Computer Hardware Peripheral Devices Business Valuation Microsoft Windows 10 IT Service Management Remote Access Systems Full Stack Development Call Center Experience Wireless Communications Business Transformation Audio-Visual Technology Hardware Troubleshooting End-User Training And Support Virtual Private Networks (VPN) Troubleshooting (Problem Solving)

At least 1 year, Service desk, Help desk, Windows 10, Troubleshooting, Phone support, microsoft office, Office 365, Help desk support, Support, Servicenow, Active directory, Password reset, Ticketing system, Customer support, Technical support, Outlook, Windows, Customer service, End user support, Vpn, Hardware, Call center, software support, break/fix, Associates Degree in Computer Science or relevant field or commiserate experience as a Desktop Support Technician/Engineer, or similar role.

1+ Year(s) Hands-on, Collaborative working style with a service driven mindset required.

Good organization and problem-solving skills needed.

Ability operating, installing, and troubleshooting computer hardware, including peripherals.

Knowledge of modern ticketing systems, such as ServiceNow, needed.

Skill with supporting operating systems, including Windows 10/11, Active Directory, iOS, and Mac OS.

Experience providing desktop support in an enterprise environment preferred.

Experience working with remote physical locations and using remote access software, like Bomgar preferred.

Technical writing experience is a plus.

Some familiarity with mobile device operation, Audio/Video technologies, and networking is preferred

Most Important:

• Attendance & reliability - currently their contractors have not been reliable in this aspect

• Need to have some experience coming in (not great at training)

• Need candidates to be committed and locked down when interviewing, 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.

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., Were 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. Were 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. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were 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.