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IT Service Desk (ISD)

Company: TEKsystems
Location: Rochester
Posted on: November 19, 2021

Job Description:

Description:On a day-day basis, this individual will act as both the Level 1 & Level 2 IT support, fielding calls from End-Users as well as responding to tickets in their ServiceNOW portal in the enterprise environment (15,000+ employees across 300+ locations) with an emphasis on 1st call resolutions (65-70% of tickets expected to be closed at this level). Beyond troubleshooting these issues to the level of break/fix and resolution, they will also be responsible for allocating work to other areas of IT and are viewed somewhat as project coordinators, allocating work to the right groups/teams through escalating tickets and providing written technical dialogue of the issues so that the next teams (Level 3+) can pick up these tickets to address issues and close tickets. Should be able to walk end-users through issues both remotely by walking them through steps, as well as remoting logging into their computers... 20-30+ calls per days: Common computer user issues...

  • Remote connections (desktop/VPN)
  • Hardware Issues within Units (requesting replacements)
  • Office/Outlooks issues
  • Password Resets
  • Remote/VPN
  • Epic/EMR related CallsTechnology Supported:
    • ServiceNOW (ITSM Software/ticketing system)
    • LAN/WAN Networks
    • Exchange/Outlooks for Mail
    • EPIC (EMR)
    • User Accounts (Access/permissions/Locked-out)
    • Software (MS Office) + a ton of Medical related software
    • Applications (300+ proprietary applications in the environment)
    • Hardware (printers, monitors, mouses, etc.)
    • Windows 7/10 OS issues
    • PC Issues (Primarily), limited MAC environments
    • Speed/Performance enhancement (Clearing Cache etc.)
    • Software installations / remediation Summary: Provide analysis, troubleshooting, implementation and operational support for our customers network. Provide first and second level support for large customer base whose business functions rely primarily on computer-based technologies. Maintain expertise in current desktop and network technologies, as well as wide range of systems, applications, and customized needs in support of Medical Center, research and academic initiatives.Skills:Outlook, MS Office, XP, 7, Helpdesk, support, service, Microsoft, network, Help desk, Customer service, Service desk, Helpdesk troubleshooting, Windows 10, Phone support, TroubleshootingAdditional Skills & Qualifications:Customer Service and Sense of Urgency. Responsible, dependable (cannot call in as it puts the team in a difficult spot with the shifts they need covered with hospital/patient care). A balance of technical skills and personality is a MUST. Should have great documentation and above average verbal and written communication.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.We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster . Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.

Keywords: TEKsystems, Rochester , IT Service Desk (ISD), Other , Rochester, New York

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