Overview
On Site
USD 10.00 per hour
Full Time
Skills
Microsoft
Proprietary Software
ServiceNow
Issue Tracking
Health Care
Finance
Technical Support
Database
Knowledge Management
Forms
Leadership
Help Desk
Call Center
Computer Hardware
Operating Systems
Mobile Devices
Computer Networking
Communication
Analytical Skill
Problem Solving
Conflict Resolution
Expect
Financial Services
Training
Taxes
Life Insurance
Partnership
Collaboration
Business Transformation
Law
Job Details
Looking for IT Help Desk Support Analyst with AT LEAST 3 years of recent help desk troubleshooting experience in a call center environment, ideally enterprise company. This will be a Hybrid work environment in the South Denver area.
Job Description
Job Summary:
With the goal of providing superior service and first contact resolution, delivers front line technical support to customers via multiple communication channels in a customer contact center environment. Uses detailed instructions, established procedures and prescribed guidelines to resolve technical issues and complete tasks for end users. This position is 100% on the phones.
Job Duties:
Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area.
Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership.
Utilizes knowledge management tools to help resolve client issues.
Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements.
Assists customers in performing basic software installations.
Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems.
Escalates trends and outages as needed to leadership and for Service News postings.
Manages time in customer contact center setting and documents time via activity codes.
Utilizes required activity codes to provide awareness of non-phone related activities.
Required Skills
AT LEAST 3 years of recent help desk troubleshooting experience in a call center environment, ideally enterprise customer
Basic technical knowledge of the following: Installing, troubleshooting and maintaining computer hardware and software
Basic technical knowledge of the following: operating systems (OS), mobile devices, networking, business applications and security products
Available to work non-standard shifts including nights, weekends and some holidays
Very strong written and oral communication skills / Strong analytical and problem solving skills
Maintaining a professional demeanor at all times as they will be handling calls from various levels of employees
New Hire Training
New Hire training is a lot like going "back to school". The trainers will expect everyone to participate, be engaged, take notes, and ask questions.
Quizzes will be administered throughout the training period to assess your learning progress.
There will be a final test at the end of the training period in which a score of 80% or higher is required to graduate from training.
Additional Skills & Qualifications
Pay and Benefits
The pay range for this position is $27.00 - $29.00/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 Denver,CO.
Application Deadline
This position is anticipated to close on Jul 24, 2025.
>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.
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.
Job Description
- The Help Desk Analyst will support several thousand internal users, hundreds of applications from Microsoft/O365 to proprietary software issues.
- Users can expect to take anywhere from 10-30 calls a day, the overall desk takes 800-1100 calls per day. Supporting 30,000 end users - large user base.
- They use ServiceNow as their ticketing system.
- Previous experience in healthcare or financial environments has been proven most successful.
Job Summary:
With the goal of providing superior service and first contact resolution, delivers front line technical support to customers via multiple communication channels in a customer contact center environment. Uses detailed instructions, established procedures and prescribed guidelines to resolve technical issues and complete tasks for end users. This position is 100% on the phones.
Job Duties:
Provides solutions to a wide variety of technology related problems, issues, and questions or escalates to appropriate support area.
Enters complete and accurate information into contact tracking database and follows up with customer as needed to provide total ticket ownership.
Utilizes knowledge management tools to help resolve client issues.
Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements.
Assists customers in performing basic software installations.
Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems.
Escalates trends and outages as needed to leadership and for Service News postings.
Manages time in customer contact center setting and documents time via activity codes.
Utilizes required activity codes to provide awareness of non-phone related activities.
Required Skills
AT LEAST 3 years of recent help desk troubleshooting experience in a call center environment, ideally enterprise customer
Basic technical knowledge of the following: Installing, troubleshooting and maintaining computer hardware and software
Basic technical knowledge of the following: operating systems (OS), mobile devices, networking, business applications and security products
Available to work non-standard shifts including nights, weekends and some holidays
Very strong written and oral communication skills / Strong analytical and problem solving skills
Maintaining a professional demeanor at all times as they will be handling calls from various levels of employees
New Hire Training
New Hire training is a lot like going "back to school". The trainers will expect everyone to participate, be engaged, take notes, and ask questions.
Quizzes will be administered throughout the training period to assess your learning progress.
There will be a final test at the end of the training period in which a score of 80% or higher is required to graduate from training.
Additional Skills & Qualifications
- Nice to Have but Not Required: Experience with financial services applications. They like certs like an A+
- Challenges with current consultants: Call avoidance (setting Teams setting to away when they really aren't) is a big issue previously. Attendance/logging in late to meetings.
- Weekly quizzes and final exam for training. Mock calls that they will be graded on. Out of 5 hires, 1 typically won't make it through training. They are super hands on in how they do training, highly monitored and highly measured.
Pay and Benefits
The pay range for this position is $27.00 - $29.00/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 Denver,CO.
Application Deadline
This position is anticipated to close on Jul 24, 2025.
>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.
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.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.