Service Desk Technician

*Description:*SummaryTEKsystems Government Services team, in support of the Commonwealth Office of Technology (COT), is seeking a Service Desk Technician for the Commonwealth Service Desk (CSD) team. The group of 20+ Service Desk Technicians provides Tier 1 & 2 technical support and handles a wide variety of calls and emails in its efforts to support multiple state agencies. Due to consistently high call volumes and recent/upcoming projects, COT is looking to add additional staff members who will be able to function well within what is at times a high volume and, sometimes, high stress environment. The following is an example of the personal and professional traits, which would need to be associated with the new staff members...1 year of IT experience as a Help desk or Desktop Support technician with experience providing desktop support duties and troubleshooting skills. Excellent customer service skills.Perfect Attendance is required for this positionCustomer services skills and temperamento No foul, abrasive or condescending language used over the phone.o No argumentative demeanoro Takes ownership, not defensive about blame.o Empathetico Patient with upset and/or angry customers.o Good Communication Skillso Problem solver (troubleshooting skills)o Critical thinkero Trainableo Self-starting and Initiativeo Able to simplify explanations so that the customer understands.The following are examples of the competency items which we would Like to see in this individual as well.Experience in customer service-oriented workplaceIT experience and knowledge in the following.o Desktop Support (Onsite and remote)o Windows 7 and 10 Operating System.o Mapping network driveso Global Protect supporto General NAS knowledgeo Office Suite (particularly Outlook 2013 or higher)o Application knowledge (adobe, java, etc.)o Preferred ServiceNow Ticketing System experience and knowledge base writing.Experience in phone center and/or helpdesk workExperience working in a lively and ever-changing environment (adaptability)Experience working with, and as an active part of, a lively team (team player)Multi-tasking abilityDocumentation skills (clear, concise)Experience with Active Directory (our most used tool to reset passwords)Experience with remote support or desktop supportThe position will be located at the Data Center in Frankfort KY and involves a cubicle environment. The building is cleaned and sanitized twice daily.This is a long term, stable position with the TEKsystems Government Services team and it includes our internal premium benefits plan through BC/BS.*Skills:*Outlook, Exchange, Windows 7, Windows 10, Active Directory, Troubleshooting, Heat, A+, Customer support, Call center, Helpdesk troubleshooting, O365, Support, Phone support, Servicenow, Printers, Hardware, Technical Support, customer service, office 365, software support, Help desk, Help desk support, Service desk, Active directory, Windows 10, Troubleshooting, Ticketing system, Desktop, Password reset, Microsoft office, Application support, Remote support, Hardware support*Top Skills Details:*Outlook, Exchange, Windows 7, Windows 10, Active Directory, Troubleshooting, Heat, A+,Customer support,Call center,Helpdesk troubleshooting,O365,Support,Phone support*Additional Skills & Qualifications:*Excellent customer service skills and communication skills are essential. Interpersonal skills, attitude, and work ethic are more important than technical experience.CSD Business Hours:Monday-Friday 6:30a.m.-6:00 pmSaturday 7:30 am 1:00 pmPosition Hours: 9:00 am 6:00 pm Monday through Friday. Some Saturdays are required*Experience Level:*Intermediate Level*Benefits:*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)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.