Description -Looking for a Tier 1 Support resource to join their Service Desk team. -This person will be primarily focused on 2 activities: Password Resets and Active Directory account unlocks. They will also get to directly support the user by remoting into their computer and troubleshooting basic issues. -This position will be 100% over the phone, with password resets taking up about 50% of the time, 25% remoting into computers and fixing issues, 25% account creation. -They see about 200-300 tickets per day as a team. -They'll be supporting roughly 4,000 users total Day to day responsibilities entail: -Being the first line of contact for IT Help Desk interactions with the business – answering the help desk phone line and being the first response to tickets. With a focus on excellent customer service and quick remediation. -Note customer problems and log information in Service Now ticketing system. -Assist end-user with self-fix guidance and provide them with walk-throughs to fix the problem. -Gather information regarding problems that cannot be solved by Tier 1 so that problems can be escalated to the proper team. -Provide training to users in response to resolution of technical questions or issues. -Provide technical support for all IT issues via remote support, instant messaging, phone, email, and visits to offices. -Handle technical requests such as password resets, software installs, and other service requests Skills password reset, active directory, Tier 1 Support, help desk, customer service, phone support, windows 10, mac os, Ticketing system, Support, Technical support, Service desk, account unlock, troubleshooting, help desk support, servicenow, documentation process, Windows, Hardware, Customer support, Remote support, Helpdesk troubleshooting Top Skills Details password reset,active directory,Tier 1 Support,help desk,customer service,phone support,windows 10,mac os,Ticketing system,Support,Technical support,Service desk Pay and Benefits The pay range for this position is $17.00 - $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: • 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 hybrid position in Ann Arbor,MI. Application Deadline This position is anticipated to close on Feb 14, 2025. 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.