Help Desk Support, Sr. responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support, Sr. uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support, Sr. advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support, Sr. works independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job. To be a Help Desk Support, Sr. typically requires 3-5 years of related experience. (Copyright 2024 Salary.com)
Description : *Specific duties of this position include, but are not limited to : Provide 1st and 2nd level support for firm approved applications and technology equipment.
Deliver high-level customer service in a fast-paced environment with the ability to stay positive underpressure. Produce documented details of all service calls in the ticketing system.
Advanced MS Office Skillset Certifications in Word and Outlook preferred. Office 2016 preferred. Participate in and understand the life cycle of application deployments, including application installation,testing, deployment, support, and upgrades.
Maintain an in-depth understanding of the needs and issues of customers, departments and practicegroups. Maintain an in-depth knowledge of assigned application sets.
With a focus on specific applicationsassigned to become the Subject Matter Expert for both the end user and from the troubleshooting side.
Create and maintain Knowledge Base articles for end user support issues. Monitor support issues related to the assigned applications.
On assigned SME applications, participate with the project team on upgrades and keepingcommunications open so that the TRC, the IT Department and user community are informed.
Troubleshoot application problems, acting as liaison between the customer*Skills : *Application support, Help desk, Help desk support, Troubleshooting, Windows*Top Skills Details : *Application support,Help desk,Help desk support,Troubleshooting*Additional Skills & Qualifications : *Critical Thinking and Problem Solving Skills : Ability to work in a fast-paced environment and use theseskills to resolve issues for end-users.
This includes skills of asking good questions and actively listening inorder to focus on the problem the customer is facing.
Ability to build relationships with end users and staff to provide next level support and a culture ofcollaboration. Technical Expertise.
Continual and self-paced improvement of technical expertise, specifically mastery ofthe firm’s applications and other technology Ability to be self-directed, stay on top of deadlines and follow-up with assignments that are outside ofanswering service calls.
Thorough knowledge of complex automated information systems management as normally acquiredthrough a Bachelor’s degree in MIS, computer science or business administration or, the equivalentexperience.
Ability to travel via private or public conveyance as may be required for support role. Communication skills necessary to follow instructions effectively from a diverse group of clients, attorneysand staff to provide information with courtesy and tact by e-mail, telephone or in-person.
Experience Level : *Expert 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.
Last updated : 2024-04-24
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