TEKsystems
Desktop Support Technician
TEKsystems, Boulder, Colorado, United States, 80301
Description:
Hain Celestial is seeking a desktop support technician to assist with their Level 2 support. The team is made up of 5 individuals across the country (NY, Boulder, Pennsylvania, California, Canada). Tier two technical remote support in response to internal IT requests associated with system, hardware, software, networking, phone, printing and other related issues. This individual will be located at one of Hain Celestial's manufacturing locations.
Tasks are to be completed while maintaining the highest safety, food safety and quality, cost and GMP standards in a high speed manufacturing environment.
Essential Duties and Responsibilities:Receives and prioritizes advanced IT support requests, maintains ongoing log of issue data (until resolution) within tracking system and resolves all issues using practices that limit future reoccurrences.Maintains regular communication with users, IT team and IT management throughout the issue resolution process - including follow-up to ensure issues are completed to the customers' satisfaction.Manages full process installation of user workstations as well as the procurement, deployment, configuration, and updating of various IT equipment.Serves as an escalation point for sensitive requests and forwards urgent, higher priority/complex issues to Sr. IT personnel or other relevant departments.Participates in strategic planning for corporate IT solutions to identify requirements, document tasks and propose/implement solutions for customer or IT driven CS projects.Assists in maintaining department knowledge base by documenting best-in-class service approaches and suggested process changes to increase efficiency.Periodically assists with priority projects beyond scheduled hours and on other projects, as assigned.Reports food safety and quality issues and initiate action, as necessary.
RequirementsMinimum 2-5 years experience in a Desktop Support or related capacity with additional customer/client service training experienceBachelor's Degree in Computer Science, Information Systems, etc. or equivalent work experience.Technical training certifications preferred.Experience with PC hardware/software support.Knowledge of Windows/ Macintosh operating systems and ability to troubleshoot issues and demonstrate problem solving techniques for local and remote users.Exceptional customer service experience and proven ability to provide high quality customer service via the phone and email.Advanced knowledge of MS Office products (i.e. Word, Excel, PowerPoint), Internet Explorer; and Outlook with an Exchange based email system with experience in assisting others with the use of these products.Advanced understanding of configuring and supporting IT equipment in a Corporate/business settingExcellent organizational skills, ability to prioritize multiple priorities and strong attention to detail.Strong interpersonal skills and ability to communicate (verbal/writing) effectively.Self-motivated and strong analytical / problem solving skills.Ability to collaborate at all levels of the organization and across other functional areas.
Daily Job Duties:- 2-3 hours a day will be spent in the ticket que (ServiceNow)- Providing remote desktop support for internal employees- Some phone support (1-2 calls/day)
Skills:
Desktop, Support, Active directory, Hardware, Customer service, Technical support, Troubleshooting, Windows, Office 365, Imaging, Sccm, Phone support, Troubleshooting hardware, Ticketing system, Customer support
Top Skills Details:
Desktop,Support,Active directory,Hardware,Customer service,Technical support
Additional Skills & Qualifications:
- ITSM experience needed (ServiceNow a plus)- ITIL, Net+, Sec+ certifications nice to have- TEAMS, Tanium, Intune, MDM, Virtual Desktops, Shared Drives, outlook, Zebra Printers
Experience Level:
Entry Level
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.
Hain Celestial is seeking a desktop support technician to assist with their Level 2 support. The team is made up of 5 individuals across the country (NY, Boulder, Pennsylvania, California, Canada). Tier two technical remote support in response to internal IT requests associated with system, hardware, software, networking, phone, printing and other related issues. This individual will be located at one of Hain Celestial's manufacturing locations.
Tasks are to be completed while maintaining the highest safety, food safety and quality, cost and GMP standards in a high speed manufacturing environment.
Essential Duties and Responsibilities:Receives and prioritizes advanced IT support requests, maintains ongoing log of issue data (until resolution) within tracking system and resolves all issues using practices that limit future reoccurrences.Maintains regular communication with users, IT team and IT management throughout the issue resolution process - including follow-up to ensure issues are completed to the customers' satisfaction.Manages full process installation of user workstations as well as the procurement, deployment, configuration, and updating of various IT equipment.Serves as an escalation point for sensitive requests and forwards urgent, higher priority/complex issues to Sr. IT personnel or other relevant departments.Participates in strategic planning for corporate IT solutions to identify requirements, document tasks and propose/implement solutions for customer or IT driven CS projects.Assists in maintaining department knowledge base by documenting best-in-class service approaches and suggested process changes to increase efficiency.Periodically assists with priority projects beyond scheduled hours and on other projects, as assigned.Reports food safety and quality issues and initiate action, as necessary.
RequirementsMinimum 2-5 years experience in a Desktop Support or related capacity with additional customer/client service training experienceBachelor's Degree in Computer Science, Information Systems, etc. or equivalent work experience.Technical training certifications preferred.Experience with PC hardware/software support.Knowledge of Windows/ Macintosh operating systems and ability to troubleshoot issues and demonstrate problem solving techniques for local and remote users.Exceptional customer service experience and proven ability to provide high quality customer service via the phone and email.Advanced knowledge of MS Office products (i.e. Word, Excel, PowerPoint), Internet Explorer; and Outlook with an Exchange based email system with experience in assisting others with the use of these products.Advanced understanding of configuring and supporting IT equipment in a Corporate/business settingExcellent organizational skills, ability to prioritize multiple priorities and strong attention to detail.Strong interpersonal skills and ability to communicate (verbal/writing) effectively.Self-motivated and strong analytical / problem solving skills.Ability to collaborate at all levels of the organization and across other functional areas.
Daily Job Duties:- 2-3 hours a day will be spent in the ticket que (ServiceNow)- Providing remote desktop support for internal employees- Some phone support (1-2 calls/day)
Skills:
Desktop, Support, Active directory, Hardware, Customer service, Technical support, Troubleshooting, Windows, Office 365, Imaging, Sccm, Phone support, Troubleshooting hardware, Ticketing system, Customer support
Top Skills Details:
Desktop,Support,Active directory,Hardware,Customer service,Technical support
Additional Skills & Qualifications:
- ITSM experience needed (ServiceNow a plus)- ITIL, Net+, Sec+ certifications nice to have- TEAMS, Tanium, Intune, MDM, Virtual Desktops, Shared Drives, outlook, Zebra Printers
Experience Level:
Entry Level
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.