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Service Desk Technician

TEKsystems, Inc

This is a Contract position in Mountlake Terrace, WA posted January 30, 2021.

Description:

Additional Details: – Premera uses ServiceNow for their ticketing system. – Will handle 20-30 calls/day – Calls are from internal employees and external clients. An internal employee may call from accounting and say they can’t access their outlook, etc. an external member may call having browser issues, having issues registering online, need a password reset for their online profile, etc. – Training: in-depth training where they are side by side with a current Premera associate. Starts by just listening and watching, moves to typing while the associate takes the call, then they will take the call and the associate will type, and then eventually the contractor will be talking and typing (handling the entire ticket) on their own. Job Summary • The IT Service Technician is the first IT point of contact for Premera’s internal workforce, as well as external Employer & Provider portal support. The Service Support team provides technical support via phone & in person, on a vast array of technologies, systems and tools while delivering excellent customer service. Job Responsibilities • Provide technical assistance following a disruption to IT Services to ensure customers can successfully interface with IT systems, web sites, portals, and tools, allowing business operations to experience minimal impact. • Identify, diagnose, troubleshoot, and resolve Information Technology issues, including software, hardware, telephony, networking and eCommerce related problems ranging from individual customers to enterprise systems • Uses automation tools such as PowerShell to drive efficient troubleshooting experience • Accurately classify, prioritize, and record details for all issues into the ticketing system • Successfully use knowledge base and process documentation to successfully support customers effectively and accurately • Identify team process and training standards that require continual improvement • Configures and deploys basic software & hardware (desktops, laptops, thin clients, headsets, webcams & other peripherals) for new and existing employees • Creates a positive customer engagement experience providing clear verbal and written support and instruction • Proactively identify and report Major Incident candidates • Other duties as assigned

Skills:

windows, help desk, service desk, password reset, call center, phone support, outlook

Top Skills Details:

1. Previous help desk experience providing excellent customer service and remediation techniques. 2. Experience handling sensitive data (PPI, secure healthcare/financial data) 3. Automation tools experience such as PowerShell to run queries and pull information.

Additional Skills & Qualifications:

Great customer service is extremely important. Solid communication and documentation skills are required.

Experience Level:

Expert Level

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.

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