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Technical Support Technician 1

Company: TEKsystems, Inc
Location: New Orleans
Posted on: January 18, 2020

Job Description:

Our client on the North Shore is looking for a help desk specialist These help desk agents are tasked with login resets, How to's, and other basic IT support items such as troubleshooting printers or mapping a drive. They also will be supporting first level support of Prelude, their ERP system. This is a skill that will be trained since Prelude is older, so the agents must show an aptitude for learning by being intellectually curious through asking questions, taking notes, and studying the Knowledge Base for continual learning. The position also has responsibility for basic PC Tech functions as determined by the Infrastructure team. They will escalate all issues to the correct departments as well as to the Tier 3 PC Technician team. Tasks include, but not limited to: 1. Daily support for the company's field sales centers supporting ERP, basic Microsoft Office support, and other support functions as documented in the TSC Knowledge base. 2. Daily support for the company's PCs including MACs and problem resolutions, utilizing HEAT trouble ticketing system to document all work performed - following procedures documented by the company's Infrastructure technicians. 3. Adhering to published SLAs (service level agreements) regarding MACs and problems. 4. Perform disk imaging duties for laptops, desktops, and Smart Terminals that are being deployed as requested by Technical Supervisors. 5. Escalating issues to internal and external expert resources as required. 6. Participate in technology rollouts supporting with both project tasks and in providing first line support for new Infrastructure technologies. 7. Assist with the building of continued knowledge base content related to new technologies 8. Help TSC Agents with understanding and mastering new technologies that are being added to the environment. 9. Help senior IT teams identify technical issues that are impacting the field. APPLY FOR MORE DETAILS 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. If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call 888 472-3411 or email accommodationteksystems .com for other accommodation options.

Keywords: TEKsystems, Inc, New Orleans , Technical Support Technician 1, IT / Software / Systems , New Orleans, Louisiana

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