It Help Desk Representative

IT Help Desk Representative 1 Job Summary

The IT Help Desk Representative 1 provides support for tier 1 incident resolution, change requests and how-to requests reported to the Bank IT Employee Helpdesk. Responsibilities include initial assessment, triage, research, and resolution of tier 1 incidents and requests regarding the use of application software, hardware and / or infrastructure components. The Bank Help Desk Representative 1 is responsible for collecting support information through phone, instant message and email conversations with employees, accessing support tools, and escalation to second tier support staff as required.

Essential Functions (primary functions and / or reasons the job exists in order of importance)

1. Provides support for tier 1 incident resolution, change requests and how-to requests reported to the IT Employee Helpdesk.

2. Provides initial assessment, triage, research, and resolution for all hardware and software, computer and communications systems questions and problems for employees.

3. Provides resolution, recommends corrective action for recurring problems, and / or escalates issue to appropriate tier-2 support personnel.

4. Accurately documents calls in ticketing system including, but not limited to, correspondences with the customer, problem analysis, troubleshooting performed and resolution; and ensures proper closure of all issues.

5. Monitors queues to ensure requests are properly transferred and received by the appropriate tier-2 groups.

6. Assists with revising / documenting appropriate standards, process improvements, policies and procedures.

7. Focuses on continuous enhancement of customer service experience and increasing first call resolution.

8. Acts as a liaison between end-users and technical staff to communicate issues, problems, and questions.

9. Analyzes and troubleshoots issues as reported.

10. Ensures telephone and email response coverage during normal help desk hours of operation.

11. May work on small to medium complexity assignments and actively participates in special projects, as assigned.

12. Executes and oversees the New Hire process coordinating with IT teams and leaders to implement a new employee / consultant setup.

• Skills

Help desk support, Troubleshooting, Windows, Customer service, Active directory, Password reset, Office 365, Support, Ticketing system, Outlook, Windows 11, Help desk, Service desk, Helpdesk troubleshooting, Remote desktop, Service Now

• Top Skills Details

Help desk support,Troubleshooting,Windows,Customer service,Active directory,Password reset,Office 365,Support,Ticketing system,Outlook,Windows 11

• Additional Skills & Qualifications

Strong soft skills include : communication, customer facing, motivated, positive attitued, problem solving, collaboration and a desire to learn

Interview will focus on soft skills and any work history. Technical will be more do you know it and tell us about your experience rather than heavy technical

Onsite 5 days a week with some hyrid flexibility

Client will train

Some NE Ohio travel is required to ocassionally visit branch offices (client will pay mileage)

• Experience Level

Entry Level

• Pay and Benefits

The pay range for this position is $15.00 - $20.00 / 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 Seville,OH.

• Application Deadline

This position is anticipated to close on Oct 31, 2025.

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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.