New

Service Desk Analyst

TEKsystems
$18.00 - $23.25 / hr
life insurance, sick time, 401(k), retirement plan
United States, Texas, Austin
May 01, 2025
Description Locations: 1 Positions will sit at the Austin, TX site location TEKsystems Candidates placed on this team: For reference you can mirror the below candidates that are currents and those that have gone direct as FTEs that we have placed on this team in the past to see the level of experience that we are looking for: Armando Castro, Katherine Cressler, Sidhant Sharad, Jurcemeo Triplett, Vincent Garcia, Thomas Gallagher, Kevin Lopez, and Valeria Rea, Trevor Saye, DaMarcus Stubbs, Jose David Cantua, Isaac Sterling. Note: Manager likes to see candidates that have at least 2-3 years of Helpdesk experience in an enterprise environment. Candidate need to have experience with providing support for Windows 10/11, Office 365, working with a ticketing systems, and understanding of navigating issues through a Knowledgebase. All candidates coming onboard with have to do phone as well as chat support. Shift: Candidates will work onsite starting day one, but will be able to work remotely on Friday's. After 90 days if candidates are hitting all of their metrics, they will be granted an opportunity to work 2 days remote a week. Mid Level: Skills equiv. to 3-5 years in comparable position. Responsible for helpdesk and/or desktop support for Schwab systems. Experience with 1st and/or 2nd level support. Strong customer service skills, strong people and interpersonal skills. Must have strong verbal and written communication skills. Responsibilities: * Diagnose and troubleshoots end user desktop application issues and provides appropriate solution. * Provides timely resolution of problems or escalation on behalf of the customer and ensures their satisfaction * Provides incident status updates to management and end-users per service level guidelines * Support and maintain effective relationships with users Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support * Provide support for PCs, laptops, printers, cell phones, and tablets etc. * Support end users in their use of applications such as Microsoft Office, ERP, CRM, VPN, Citrix, and MDM (mobile device management) * Performs account management and maintenance for various applications and systems (e.g., creates or modifies user accounts and permissions, and performs password resets). * Communicates with customers at all levels of technical and non-technical skills sets Follow all standard operating procedures (SOP) through the effective use of Knowledge management * Required Experience: 2+ years of experience working in a service desk or customer service environment Minimum 1 year technical support experience Minimum 1 year chat support experience Experience using ITSM platforms (SmartIT / Remedy, ServiceNow, Cherwell) and remote support tools (SCCM, Software Center, Client Center Configuration Manager) Ability to type at least 40 words per minute Ability to multitask effectively and handle 2-3 concurrent chat sessions at a time Working knowledge of PC technical support, systems administration, networking, Windows and Mac OS Bachelor's or Associates degree in Information Training: Candidate will go through a 3 week training period once they are brought onboard with Charles Schwab in-house trainer. Additional Skills & Qualifications * Currently agents take around 30-40 calls a day * Candidate must have experience in resolving issues via phone and chat; need resources that can multi-task and do 2 chats at once if needed. * Candidate must be able to receive constructive feedback * Performance Reviews: Candidate will receive monthly reviews on their performance so they know where they stand * Candidate must have experience with working with ticketing systems, SCCM, Active Directory, Remote Tools, and MS Office Skills Help desk, Support, Help desk support, Troubleshooting, Office 365, Windows 10 & 11, Chat Support, Active directory, VPN (Cisco AnyConnect), Phone support, Technical support, Hardware, Software, Mobile Device Support Top Skills Details Help desk,Support,Help desk support,Troubleshooting,Office 365,Windows 10 & 11,Chat Support,Active directory,VPN (Cisco AnyConnect),Phone support,Technical support,Hardware,Software Additional Skills & Qualifications * Currently agents take around 30-40 calls a day * Candidate must have experience in resolving issues via phone and chat; need resources that can multi-task and do 2 chats at once if needed. * Candidate must be able to receive constructive feedback * Performance Reviews: Candidate will receive monthly reviews on their performance so they know where they stand * Candidate must have experience with working with ticketing systems, SCCM, Active Directory, Remote Tools, and MS Office Experience Level Intermediate Leve Pay and Benefits The pay range for this position is $18.00 - $23.25/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 This is a hybrid position in Austin,TX. Application Deadline This position is anticipated to close on May 2, 2025. About TEKsystems and TEKsystems Global Services 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. The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.