Help Desk Support

Job Description: Help Desk Support

Project Overview: We are preparing for the go-live of an Oracle ERP system and need a supplemental team of Tier 1 Help Desk agents to manage the anticipated surge in end-user support calls. This project is crucial for ensuring a seamless transition during the Oracle deployment. TEKsystems has previously collaborated on similar projects, making this engagement highly visible within the IT organization.
Position Overview: We are looking for experienced Tier 1 Help Desk professionals to provide phone-based and remote support during the Oracle system cutover period. Candidates must reside within driving distance of West Allis, WI, as they will be required to attend 2-3 days of onsite training and equipment pickup. Following the initial training, the role will transition to 100% remote support.
Key Responsibilities:

• Provide Tier 1 phone-based technical support during the Oracle go-live period.
• Accurately log, troubleshoot, and escalate tickets using the ITSM platform (Track-It or similar).
• Support password resets, account issues, basic navigation, and first-level triage of Oracle ERP system issues.
• Follow documented processes and knowledge articles to resolve common issues.
• Communicate effectively and empathetically with end users, delivering excellent customer service.
• Participate in 2-3 days of mandatory in-person training in West Allis, WI.
• Pick up and configure equipment during onsite training.

Required Skills and Experience:

• Minimum of 1 year of Help Desk or Service Desk experience supporting enterprise end users.
• Strong customer service and communication skills, particularly in phone-based support.
• Ability to follow documented procedures and escalate tickets appropriately.
• Experience supporting ERP systems is a plus, but not required.
• Must be within commuting distance to West Allis, WI and available for 2-3 days onsite at the start of the engagement.

Work Schedule:

• Onsite in West Allis, WI for 2-3 days of training (week prior to or during the week of June 3rd).
• Remote support following training during standard business hours, with some flexibility required during go-live peak periods.

Start Date:

• Targeting the week of June 3, 2025.

Duration:

• Short-term project support during the Oracle go-live period (duration to be confirmed with leadership).

Enterprise Required Skills:

• Help desk support
• Customer service
• Phone support
• Windows 10

Job Title: Help Desk Support
Top Skills Details:

• Tier 1 Help Desk / Service Desk Support Experience: Minimum of 1 year providing phone-based or remote Tier 1 support in an enterprise environment.
• Ability to troubleshoot basic technical issues (password resets, account lockouts, system navigation, ticket logging).
• Strong Communication & Customer Service Skills: Clear, patient, and empathetic verbal communication. Ability to work with non-technical end users in a professional and supportive manner. Comfortable handling increased call volume during a high-stress system go-live.
• Ability to Work Onsite for Training: Must live within driving distance of West Allis, WI. Must be available for 2-3 consecutive days of in-person training and equipment pickup.
• Basic Technical Aptitude & Ability to Follow Processes: Comfortable following standard operating procedures, knowledge base articles, and escalation paths. Quick learner, able to pick up new systems and tools efficiently.
• Dependability & Flexibility During Go-Live Period: Reliable attendance and ability to commit to the project timeline. Willingness to flex hours if needed during peak support windows.

Bonus / Nice to Have:

• Experience supporting an Oracle ERP environment or other large-scale system go-lives.
• Familiarity with ITSM ticketing tools (Track-It, ServiceNow, Remedy, etc.).

Additional Information: This role is pivotal in ensuring a smooth transition during the Oracle ERP system go-live. If you are a dedicated Help Desk professional with a passion for customer service and technical support, we encourage you to apply.
Pay and Benefits
The pay range for this position is $17.00 - $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 West Allis,WI.
Application Deadline
This position is anticipated to close on May 28, 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.