Service Desk Technician

TEKsystems currently has a Service Desk opportunity available with a client in Golden Valley, MN. Ideally looking for someone with some exposure to corporate help desk environments, but open to other environments such as military experience. Also, would prefer someone that can speak to some of the top skills below. Feel free to apply to learn more.
*Description*
This desk is a level 1 to 1.5. They resolve about 60-65% of their calls on the first call. Whatever isn't resolved gets escalated to a level 2 This is mainly a phone support role, however, they also provide support via e-mail and also support walk ups as well. The break down would be 75% phones, 20% e-mails, and 5% walk ups. The shift for this role will ideally be 8:00am to 5:00pm.
Top Skills
* 2 - 3 years of phone support experience in a corporate environment
* Experience supporting Mobile Devices and iPad or tablets
* Experience with Win 10 and Active Directory
* 2 years of Service Desk experience
* Must have experience with an ITSM ticketing solution. (ServiceNow is what they currently use)
* Must be outgoing and have the confidence to work face to face with both internal and external users.
- They have a ton of walk up visitors and this person needs to be audible ready and willing to have face to face conversations with customers)
- Lots of phone time with call follow-ups to customers
Additional experience that would be a plus:
* Experience with Win 10 as they will be moving to it (80% there currently)
* O365 experience
* Experience with Service Now
PRIMARY OBJECTIVE(S) OF POSITION
Provide general support to company team members by responding to ITS Service desk requests, incident logging, troubleshooting, and providing excellent customer service.
SUMMARY OF EXPECTED OUTCOME(S)
High quality, professional work product performed with initiative, productivity, a positive attitude, and behavior. Performance should meet or exceed the established standards, goals, and accountabilities of the position.
________________________________________________________________________________________
A. Answer calls into the service desk and provide quality customer service to resolve issues
B. Log all incidents and requests in the ITS incident management system
C. Provide general setup and troubleshooting on computer hardware and software
D. Ensure all communication and escalation processes are followed
E. Develop and maintain a thorough understanding of the customer's business process
F. Participate in special assignments and projects as requested, which may include;
1. Validating software setup/configuration instructions
2. Participating in ITS projects
3. Account setups and administration
4. Printer setups
5. Security access administration
KEY SKILL REQUIREMENTS
A. Excellent troubleshooting and organization skills
B. Professional, detail oriented team player
C. Ability to provide a high level of customer service in an dynamic environment
D. Thorough knowledge of Office 365, and other office software and equipment
E. Strong teamwork orientation
F. Positive attitude and professional customer service skills
G. Strong analytical, problem solving skills
H. Strong interpersonal and communication skills
KEY SKILL PREFERENCES
A. Open to change based on diverse input and feedback
B. Effectively work with those of diverse backgrounds and organizational levels
C. Adaptive, effective communication and active listening skills
D. Strong cross-cultural relationship building and influencing at all organizational levels
EDUCATION AND EXPERIENCE REQUIREMENTS
A. Minimum of 1-3 years' experience in related field
B. Previous experience supporting Office 365 suite of applications
C. Completion of A+ Certification preferred but not required
ORGANIZATIONAL RESPONSIBILITY
A. All team members are expected to be in alignment with and contribute to the company values and ethical standards as stated in the company Code of Ethics and Business Conduct.
B. All team members are responsible to understand and abide by the procedures and practices outlined in the company Operations Manual.
C. All team members are responsible for supporting an inclusive work environment and all affirmative action and employment related goals and requirements.
D. All team members are expected to demonstrate the following characteristics:
1. Cooperate with others when in a team environment
2. Accept direction from supervisors
3. Follow work rules and procedures
4. Punctual and consistent attendance
5. Accept constructive feedback
Great customer service skills and a great phone presence. "I want someone that can turn a conversation if it starts turning sour." They don't get a lot of calls that go that way, but that's the type of personality he's looking for.


Work Environment
This is a great organization to work at. This is a medium sized organization that feels like a family. Others on the team have described working there as "the best environment" they've ever worked at because they are so welcoming and inviting. Work will start off 100% onsite to ensure proper training and future success. After that manager is open to remote work.


Business Drivers/Customer Impact
They have someone that has been promoted to a different team. Without filling this position their ability to answer calls quickly will suffer and so will their ability to provide excellent customer service.
*Job Type & Location*This is a Contract to Hire position based out of Golden Valley, MN.
*Pay and Benefits*The pay range for this position is $20.00 - $30.00/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:

* Medical, dental & vision


* Critical Illness, Accident, and Hospital


* 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available


* Life Insurance (Voluntary Life & AD&D for the employee and dependents)


* Short and long-term disability


* Health Spending Account (HSA)


* Transportation benefits


* Employee Assistance Program


* Time Off/Leave (PTO, Vacation or Sick Leave)
*Workplace Type*This is a fully onsite position in Golden Valley,MN.
*Application Deadline*This position is anticipated to close on Jul 30, 2026.

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.

About TEKsystems and TEKsystems Global Services


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.

*San Francisco Fair Chance Ordinance:* Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

*Massachusetts Lie Detector:* It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

*Use of Artificial Intelligence (AI):* We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.