Overview
On Site
USD 15.00 - 18.00 per hour
Full Time
Skills
Credit Cards
Printers
Microsoft Outlook
Switches
Typing
Virtual Private Network
Physical Layer
Network
Real-time
Proprietary Software
Knowledge Base
Documentation
Customer Support
IT Service Management
Operating Systems
Linux
Conflict Resolution
Problem Solving
Communication
Retail
Customer Facing
Product Support
Computer Hardware
Phone Support
Help Desk
Service Desk
Issue Tracking
Technical Support
Microsoft Windows
Microsoft Office
Point Of Sale
ServiceNow
Customer Service
Network Support
Taxes
Life Insurance
Business Transformation
Law
Job Details
Description
Service Desk Analyst -This team supports corporate employees as well as the employees at their retail locations. The majority of the support at the retail locations supporting the POS hardware, software, credit card readers, network connectivity, receipt printers, etc. Corporate support will involve supporting M365 (Outlook, Teams, etc). This role involves incoming calls from users that can be non-technical, so the ability to ask questions in layman's terms is imperative. After calls, this person is responsible for documenting the issue in ServiceNow (ticketing system) but they are moving to ServiceNow so that will switch. This environment does have Windows and Linux as the POS systems run on both. The ability to take 30-40 calls/tickets per shift, typing quickly, general computer knowledge is all required. This is a 24/7 Phone support environment. This role is a L1 support role. They have 3 people supporting password resets, vpn resets, and basic L1 troubleshooting. The rest of the team handles more complex issues like network troubleshooting and POS support.
The Service Desk Associate will provide first line support for remote users on core business applications. This is a real-time, fast-paced environment. Will handle inbound trouble calls and requests; password resets; troubleshoot and resolve level 1 issues; and escalate as needed for advanced issues. Will be responsible for proactively following up on tickets to ensure successful closure. The environment includes proprietary software in a complex environment.
In addition to supporting customers, the help desk staff will also develop, maintain, and contribute to support knowledge base and other documentation.
Candidate Experience:
1-2+ years' experience in user and customer support in a phone support role
Experience with password resets in multiple systems
Level 1 technical troubleshooting experience
M365 support experience
Experience documenting in a ticketing/ITSM system (ServiceNow preferred)
Knowledge of software and operating system support
Point of Sale experience is a plus
Patience and excellent communication skills!
Required Skills:
Windows, Linux, MS Office Troubleshooting and problem solving over the phone
User interaction/communication (oral and written)
Knowledge of retail, POS, or customer-facing product support is highly preferred
Skills
phone support, help , service desk, ticketing system, password reset, Windows 10, Troubleshooting, Ticketing system, technical support, help desk, Windows, Office 365, Hardware, network support, point of sale
Top Skills Details
phone support, help desk, helpdesk, service desk, ticketing system, password reset, Windows 10, Troubleshooting,Ticketing system, Technical support
Additional Skills & Qualifications
Windows 10
Office 365
Point of Sale / POS
servicenow
troubleshooting
customer service
network support
Experience Level
Entry Level
Pay and Benefits
The pay range for this position is $15.00 - $18.00/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 Charlotte,NC.
Application Deadline
This position is anticipated to close on May 21, 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.
Service Desk Analyst -This team supports corporate employees as well as the employees at their retail locations. The majority of the support at the retail locations supporting the POS hardware, software, credit card readers, network connectivity, receipt printers, etc. Corporate support will involve supporting M365 (Outlook, Teams, etc). This role involves incoming calls from users that can be non-technical, so the ability to ask questions in layman's terms is imperative. After calls, this person is responsible for documenting the issue in ServiceNow (ticketing system) but they are moving to ServiceNow so that will switch. This environment does have Windows and Linux as the POS systems run on both. The ability to take 30-40 calls/tickets per shift, typing quickly, general computer knowledge is all required. This is a 24/7 Phone support environment. This role is a L1 support role. They have 3 people supporting password resets, vpn resets, and basic L1 troubleshooting. The rest of the team handles more complex issues like network troubleshooting and POS support.
The Service Desk Associate will provide first line support for remote users on core business applications. This is a real-time, fast-paced environment. Will handle inbound trouble calls and requests; password resets; troubleshoot and resolve level 1 issues; and escalate as needed for advanced issues. Will be responsible for proactively following up on tickets to ensure successful closure. The environment includes proprietary software in a complex environment.
In addition to supporting customers, the help desk staff will also develop, maintain, and contribute to support knowledge base and other documentation.
Candidate Experience:
1-2+ years' experience in user and customer support in a phone support role
Experience with password resets in multiple systems
Level 1 technical troubleshooting experience
M365 support experience
Experience documenting in a ticketing/ITSM system (ServiceNow preferred)
Knowledge of software and operating system support
Point of Sale experience is a plus
Patience and excellent communication skills!
Required Skills:
Windows, Linux, MS Office Troubleshooting and problem solving over the phone
User interaction/communication (oral and written)
Knowledge of retail, POS, or customer-facing product support is highly preferred
Skills
phone support, help , service desk, ticketing system, password reset, Windows 10, Troubleshooting, Ticketing system, technical support, help desk, Windows, Office 365, Hardware, network support, point of sale
Top Skills Details
phone support, help desk, helpdesk, service desk, ticketing system, password reset, Windows 10, Troubleshooting,Ticketing system, Technical support
Additional Skills & Qualifications
Windows 10
Office 365
Point of Sale / POS
servicenow
troubleshooting
customer service
network support
Experience Level
Entry Level
Pay and Benefits
The pay range for this position is $15.00 - $18.00/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 Charlotte,NC.
Application Deadline
This position is anticipated to close on May 21, 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.
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.