Technical Support Analyst

Company: TEKsystems
Location: Franklin
Posted on: April 7, 2025

Job Description:

DescriptionWe are hiring for a Service Desk Technician in Milwaukee, WI. Technicians in this role provide technical support within a contact center environment. Responsibilities include troubleshooting remote hardware, custom and commercial software, and connectivity issues. Support is delivered via phone and chat interactions using remote access software. The role involves assisting with Windows 10/11, Office 365, laptops, desktops, printers, mobile devices, and various in-house, commercial, and mobile applications.Key Responsibilities:

• Handle an average of 25 interactions daily as the single point of contact for technical issues, requests, and questions from over 20,000 supported staff.
• Utilize remote access software to troubleshoot and resolve issues.
• Maintain high standards of customer service and technical support.
• Adhere to Key Performance Indicators (KPIs) including attendance, first contact resolution, quality, and customer service.
• Engage in nearly 100% customer interactions during assigned shifts.Required Skills:
  • Proficiency in MS Office, -Windows, -Customer Service, -Troubleshooting, -Help Desk Support, -Active Directory, -Office 365, -Servicenow, -Zendesk, -Windows 10, -Phone Support, -Service Desk, -Event Viewer, -Task Manager, -Teamviewer, -Password Reset, -Technical Support, -Zoom, -Call Center Support, -Outlook, and -Remote Support.Additional Skills & Qualifications:
    • Associate degree or equivalent work experience is preferred.
    • High School Diploma or GED required.
    • Experience with using and supporting MS Office and Outlook is recommended.
    • Advanced knowledge in computer and mobile device hardware and software troubleshooting, including proficiency in using software support tools.
    • Strong customer service skills with the ability to communicate effectively at all levels.
    • Ability to address concerns while engaging and informing clients about the technology environment, offering ideas to enhance the client experience.
    • Strong verbal and written communication skills, including the ability to quickly build rapport and create a distinctive client experience.
    • Strong analytical skills and problem-solving abilities.
    • Initiative and motivation, including a willingness to share feedback to drive process improvement.
    • Keen attention to detail, including proficiency in clear and understandable ticket documentation.
    • Ability to adapt to the changing needs of the business.Pay and BenefitsThe pay range for this position is $17.00 - $20.00/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 TypeThis is a hybrid position in Franklin,WI.Application DeadlineThis position is anticipated to close on Apr 10, 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.

Keywords: TEKsystems, Milwaukee , Technical Support Analyst, IT / Software / Systems , Franklin, Wisconsin