Service Desk Tec
Service Desk Tec
Posted on :
15-02-2025
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1 Vacancy
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Job Description
Overview:
TekWissen is a global workforce management provider headquartered in Ann Arbor Michigan that offers strategic talent solutions to our clients worldwide. Our client is a Britishowned education publishing and assessment service to schools and corporations as well for students directly. Company owns educational media brands including Addison Wesley Peachpit Prentice Hall eCollege Longman Scott Foresman and others.
Job Title: Service Desk Tec
Location: Columbia MD
Duration: 6 Months
Job Type: Contract
Work Type: Remote
Job Description:
Department Summary:
- The Customer Support department is part of the client Global Service and Support team and serves as the primary point of contact for the client Online & Blended Learning families and school staff.
- Through multichannel support streams we provide general program information enrollment support password reset assistance and account changes.
- In addition we provide escalation assistance process guidance to tier 1 support agents workforce management and quality and training support to Family Support groups.
Position Summary:
- The Service Desk Tech 1 School Technical Support will work in our Columbia contact center and remotely providing technical support services to schoolteachers and staff as they set up and use our technology from initial startup troubleshooting and virus/spyware removal to resolution of software hardware printer and network issues.
Service Desk Tech 1 School Technical Support Responsibilities:
- Troubleshoot and resolve software hardware printers and network issues by listening to the user and asking appropriate questions to build a solution.
- Log all calls using our inhouse call tracking system creating detailed accurate entries and escalate when necessary.
- Specify user problems and provide a detailed solution to resolve each issue.
- Act as liaison for application problems between users and developers.
- Assist in the collection of data for identifying user requirements that may result in future system development or training.
- Keep current with the development of our everchanging applications.
- Document products processes or problems in detail and suggest improvements or solutions.
- Work with manager to investigate and implement ways of deflecting calls and increasing selfservice.
- Work occasional additional hours 2nd shift and/or weekends when necessary.
- Work to perform other duties that may be necessary for the organization including manual labor. (Staging materials packing inventory delivery).
- Projects supports continuous improvement initiatives.
- Other duties as assigned.
Candidate Qualities
- Previous call center experience in a tech environment
- Background in customer support (inbound call handling and ticket creation)
- Verizon Wireless call center
- Comcast call center
- Ability/Availability to work various shifts
- Strong knowledge/experience with Hardware troubleshooting (our customers primarily use HP laptops)
- Performance issues
- Mic/Camera issues/settings
- Peripherals (mouse/keyboard monitors etc.)
- Knowledge/experience with Active Directory
- Password Reset
- Strong knowledge/experience of Home network troubleshooting
- Knowledge/experience of Domain Environment network troubleshooting
- Add/Remove printers/Scan folders
- Strong knowledge/experience with Internet/Browser troubleshooting
- Knowledge/experience with reimaging computers (pc)
- Any knowledge/experience with Apple computers is welcomed
- Experience with Remote Troubleshooting tools
- Bomgar
- Strong knowledge/experience of Google Apps
- Drive
- Voice
- Chat
- Gmail
- Knowledge of Zoom
- Class
- Experience with troubleshooting preferred
- Experience with working remotely (work from home)
- Must have a quiet place in the house/apartment
- High Speed internet
TekWissen Group is an equal opportunity employer supporting workforce diversity.
Employment Type
Full Time
Key Skills
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