Our client is looking to hire a helpdesk technician. This person will be providing phone support for internal users. The daily responsibilities include logging, tracking and resolving an average of 30 to 40 customer interactions per day. Specific responsibilities include acting as the customer advocate for problem resolution, demonstrating intermediate-advanced trouble-shooting skills, handling, diagnosing, and resolving end user calls in a single point of contact help desk environment, and providing assistance to other members of the team. An average call lasts approximately 7 minutes; first call resolution rate goal is 75%.
The most common calls are listed below:
1. Microsoft Outlook
2. Microsoft Word; Both Troubleshooting and Formatting
3. NetDocuments(a DMS, Document Management System, used to save / search / retrieve / share documents across the network)
4. Mobile devices
1pm-10m Monday - Friday
Currently a hybrid role in office Tuesdays and Wednesdays each week; however with the possibility of returning to more days in the office in the future.
Top Skills' Details
2 years of phone support experience
Expert level Microsoft Word\Outlook troubleshooting and formatting
Exceptional customer service experience
Critical Thinking, Problem Solving
Pay and Benefits
The pay range for this position is $16.50 - $18.00/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:
Workplace Type
This is a hybrid position in Baltimore,MD.
Application Deadline
This position is anticipated to close on Jun 27, 2025.
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.
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