Help Desk

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor Michigan that offers strategic talent solutions to our clients world-wide. Our client is a global provider of managed services infrastructure solutions consulting and products. The Company offers end-to-end managed services technology and consulting to enable the digital workplace for enterprise midsize and small business since 1987 Client provides Managed Workplace Services including IT solutions and hardware and software resale integration and support services and has numerous partnerships within the technology space such as HP IBM Cisco Dell Apple Inc Jamf Pro AirWatch and Microsoft.

Duration: 12 Months

Job Type: Temporary Assignment

Job Description:

• As a Help Desk Technician at Client you will be the first point of contact for users requiring technical assistance.
• This role involves diagnosing troubleshooting and resolving a wide range of hardware software and network issues while delivering exceptional customer service.
• You will work under general supervision and escalate complex issues to senior support staff as needed.

• Provide first-level technical support to end users via phone email and ticketing systems.
• Troubleshoot and resolve hardware software printing and network connectivity issues.
• Log all support requests actions taken and resolutions in the service management system accurately and promptly.
• Assist with onboarding and setup of user workstations peripherals and accounts.
• Escalate complex technical issues to higher-level support or management according to defined procedures.
• Follow established service level agreements (SLAs) policies and documentation standards.
• Maintain professionalism and deliver high-quality customer service to internal clients.
• Participate in occasional system or process improvement initiatives.

• Previous experience in help desk technical support or customer service role (1 year preferred).
• Proficiency with Windows desktop OS Microsoft 365 applications and basic networking concepts.
• Strong verbal and written communication skills.
• Ability to multitask and prioritize issues in a fast-paced environment.
• Comfortable working independently as well as part of a team.

• CompTIA A or equivalent certification.
• Familiarity with common help desk ticketing systems (e.g. Freshservice Zendesk Jira).
• Basic familiarity with Active Directory user account management.

TekWissen Group is an equal opportunity employer supporting workforce diversity.