Help Desk Support

Description
Our financial services client is hiring for the (TSC) Team.
Their help desk is currently 84 agents (FTE and contractors), they support several thousand internal users, hundrets of applications from microsoft to proprietary. Users can expect to take anywhere from 10-30 calls a day, the desk takes 800-1100 calls per day. They use servicenow as their ticketing system.
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.
About the Technology Service Center
TSC Representatives will work a hybrid schedule in office 8 days per month. While working remotely, candidates must have a suitable area to work, reliable internet access, and availability to work an 8 hour shift between the hours of 6:30am-9:00pm EST.
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
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 RJ employees
New Hire Training
TSC 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. If you do not receive at least an 80% or higher, your assignment with Raymond James will be ended. Associates cannot retake quizzes or tests.
Skills
Help desk support, Help desk, Troubleshooting, Customer service, Service desk, Windows, Support, Phone support, Ticketing system, Servicenow
Top Skills Details
Help desk support,Help desk,Troubleshooting,Customer service,Service desk,Windows,Support,Phone support,Ticketing system,Servicenow
Additional Skills & Qualifications
There are 5 weeks of very stringent classroom training. There will be quizzes at the end of each week to assess their performance and they are measured each week on their quiz scores, tardiness, how they take feedback. Candidates need to be incredibly professional, coachable, have high levels of attention to detail both orally and written.
Job Type & Location
This is a Contract to Hire position based out of Denver, CO.
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 Mar 30, 2026.
>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.