Help Desk Support - Hybrid

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 under

pressure.

 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 practice

groups.

 Maintain an in-depth knowledge of assigned application sets. With a focus on specific applications

assigned 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 keeping

communications 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 these

skills to resolve issues for end-users. This includes skills of asking good questions and actively listening in

order 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 of

collaboration.

 Technical Expertise. Continual and self-paced improvement of technical expertise, specifically mastery of

the firm’s applications and other technology

 Ability to be self-directed, stay on top of deadlines and follow-up with assignments that are outside of

answering service calls.

 Thorough knowledge of complex automated information systems management as normally acquired

through a Bachelor’s degree in MIS, computer science or business administration or, the equivalent

experience.

 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, attorneys

and staff to provide information with courtesy and tact by e-mail, telephone or in-person. Also

communication skills necessary to document, follow and communicate complex technical processes and

instructions.

 Due to the time-sensitive nature of the work and the limited availability of replacement personnel, regular

full-time attendance, including being available to work unscheduled overtime hours, is an essential

function of the position.

• 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.