Overview
On Site
USD 23.00 - 27.00 per hour
Full Time
Skills
Soft Skills
Technical Support
Operating Systems
BIOS
Endpoint Protection
Customer Facing
Communication
Remote Support
Customer Service
IT Service Management
SAP BASIS
Documentation
Process Improvement
Management
Training
Microsoft Windows
Active Directory
Taxes
Life Insurance
Business Transformation
Law
Job Details
Description
Project details (project overview, who the contractor will work with, soft skills needed, etc.):
Assist with support for PC endpoint incidents. This position will provide timely IT support to staff so they can more efficiently support
critical initiatives.
Assist with operational upgrades of desktop systems. Our client is in process of updating the operating system of all production systems to
Windows 11, as well as updating the machine BIOS, and converting our endpoint encryption-at-rest product to BitLocker.
Additional details: While there are multiple resources for the technician to reference, it is important for a successful candidate to be skilled at troubleshooting. Our client has a complex environment and cannot provide a script. Much of the customer-facing work is done via remote console, but there are many situations that require deskside visits. Technical acumen, communication and customer service skills are all important to success in this position.
This position will:
A. Provide technical desktop support and customer services.
A.1 Monitor and resolve incidents reported in the IT service management system (currently Cherwell). Ensure that customers are contacted and a resolution takes place within the acceptable time frame.
A.2 Monitor incidents, tasks and service requests and respond as appropriate.
A.2.a. Ensure that services are delivered to customers by the stated completion date of the request. Negotiate any dates with the customer that can't be completed in the original timeline.
A.2.b. Work with other team members on reassignments if necessary.
A.2.c. Keep management informed of any developing or expanding issues.
A.3 Resolve customer's technical issues, respond to questions, and provide general assistance with desktop product use.
A.4 Escalate non-standard issues to the appropriate technical assistance team, as required.
A.5 Record task, incident, and service request actions in the IT service management system on a regular basis and per stated expectation for the type of ticket. Include supporting documentation (screen shots, logs), as appropriate. Resolve tasks, incidents, and service requests in a timely manner.
A.6 Document common incident resolutions, tips, and process improvements in shared resource area.
A.7 Escalate non-routine customer questions and concerns to management for consideration.
A.8 Set up computers, peripherals, and provide initial PC training for new staff.
Skills
Desktop, Windows 10, Support, Troubleshooting, Active directory
Experience Level
Intermediate Level
Pay and Benefits
The pay range for this position is $23.00 - $27.00/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 fully onsite position in Madison,WI.
Application Deadline
This position is anticipated to close on May 24, 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.
Project details (project overview, who the contractor will work with, soft skills needed, etc.):
Assist with support for PC endpoint incidents. This position will provide timely IT support to staff so they can more efficiently support
critical initiatives.
Assist with operational upgrades of desktop systems. Our client is in process of updating the operating system of all production systems to
Windows 11, as well as updating the machine BIOS, and converting our endpoint encryption-at-rest product to BitLocker.
Additional details: While there are multiple resources for the technician to reference, it is important for a successful candidate to be skilled at troubleshooting. Our client has a complex environment and cannot provide a script. Much of the customer-facing work is done via remote console, but there are many situations that require deskside visits. Technical acumen, communication and customer service skills are all important to success in this position.
This position will:
A. Provide technical desktop support and customer services.
A.1 Monitor and resolve incidents reported in the IT service management system (currently Cherwell). Ensure that customers are contacted and a resolution takes place within the acceptable time frame.
A.2 Monitor incidents, tasks and service requests and respond as appropriate.
A.2.a. Ensure that services are delivered to customers by the stated completion date of the request. Negotiate any dates with the customer that can't be completed in the original timeline.
A.2.b. Work with other team members on reassignments if necessary.
A.2.c. Keep management informed of any developing or expanding issues.
A.3 Resolve customer's technical issues, respond to questions, and provide general assistance with desktop product use.
A.4 Escalate non-standard issues to the appropriate technical assistance team, as required.
A.5 Record task, incident, and service request actions in the IT service management system on a regular basis and per stated expectation for the type of ticket. Include supporting documentation (screen shots, logs), as appropriate. Resolve tasks, incidents, and service requests in a timely manner.
A.6 Document common incident resolutions, tips, and process improvements in shared resource area.
A.7 Escalate non-routine customer questions and concerns to management for consideration.
A.8 Set up computers, peripherals, and provide initial PC training for new staff.
Skills
Desktop, Windows 10, Support, Troubleshooting, Active directory
Experience Level
Intermediate Level
Pay and Benefits
The pay range for this position is $23.00 - $27.00/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 fully onsite position in Madison,WI.
Application Deadline
This position is anticipated to close on May 24, 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.