Desktop Support Associate

Bringing smiles is what we do at TTEC… for you and the customer. As an IT Service Desk & Systems Administration Associate working remotely in the United States, you’ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

What You’ll Do

Do you have a passion to help others solve issues and to translate and analyze technical issues? Want to learn and grow your own knowledge in various IT fields? In this combined role, you’ll deliver excellent end-user provisioning, access management, and technical support while serving as a driving factor for Incident, Problem, and Change Management across the Public Sector IT organization. You’ll be navigating and delivering day-to-day IT support, restoring services, and identifying root causes of problems across the infrastructure. The position requires strategic thinking and problem-solving skills to apply documented processes to new problems as they are identified, along with strong written and verbal customer interaction skills and the ability to work co-operatively to meet deadlines and objectives. You’ll communicate with stakeholders to generate, analyze, and validate requirements for changes in processes, policies, and systems. Your great listening skills and ability to read between the lines will allow you to find the root of the associate’s problem and translate it to an IT solution. You’ll be exposed to many different IT scenarios and departments, perfect for growing your own tech expertise and becoming well rounded with information. 

You’ll report to the Service Desk Manager. You’ll contribute to the success of the business by leading and resolving associates’ technical issues, bringing amazing support, and establishing and integrating solutions throughout the IT interface. 

During a Typical Day, You’ll 

• Provisioning and access management in the following but not limited to:  Active Directory, MS Exchange, Office 365, Security Groups, Distribution lists, Email, Portal DMZ, Shared Folders, VPN Access, SharePoint, OneDrive, FNP service, etc.

• Conduct industry audits related but not limited to Active Directory, Oracle and other systems supported.

• Provide end user support for but not limited to TTEC applications.

• Conduct regression testing and UATs and occasional after-hours maintenance.

• Conduct internal trainings

• Implement and support Incident, Problem and Change Management processes across the Public Sector IT organization

• Perform real-time investigation of Incident, assist with problem or change tickets, including closure categorization, user satisfaction survey, and completion documentation

• Recognize, and resolve technical issues affecting associates. Provide user level technical support by installing, configuring, maintaining and troubleshooting TTEC computer hardware and software issues.

• Monitor and prioritize ticketed requests based on status, updates and escalations

What You Bring to the Role

• Bachelor's/College Degree, Computer Science/Information Technology or equivalent, or equivalent experience in IT

• 2 + years of related work experience.

• Experience in Active Directory, PowerShell Scripting, Microsoft Exchange, Office 365, Windows, SharePoint, OneDrive. Experience in SQL and in ITIL is an advantage.

• Experience in supporting PC software including configuration, troubleshooting and maintenance, or relevant technical training/degree from an accredited college, university or technical certification. 

• Knowledge and experience with ITSM and ITIL best practices for large, complex global IT organizations 

• Completion of ITIL Foundations v3 certification is a plus.

• Experience with Service Management processes and tools with an understanding of Incident, Problem, and Change Management 

• 2+ year's IT knowledge and desktop support including hardware and software navigation and troubleshooting. 

• Passionate and motivated to help others with your customer focused mindset and positive attitude 

   

  Work as part of a regional team across multiple countries, cultures and time-zones 

  Applicants must be willing to work on shifting schedules including weekends and holidays 

The anticipated range is$22-$24 hourly. Actual compensation offers to a candidate may vary based upon geographic location, work experience, education and/or skill levels.

A Bit More About Your Role 
We’re committed to ensuring you have the skills and support to be successful in your role throughout your career. From your first day in training, through individualized webcam-enabled, engagement and coaching, on into 1000s of free courses to support your career growth wherever that may take you. And we know that you bring with you the one necessary ingredient that can’t be taught – a caring and supportive nature that will shine through as you help customers. Our TTEC community is here for you as one dynamic, global family.

You'll report to the Desktop support Supervisor. You'll contribute to the success of the customer experience and the overall success of the team.

About TTEC

TTEC is a global consulting, technology, and managed services company that helps brands deliver smarter, more human customer experiences through data, AI, and technology. Our work connects people and brands every day—and it starts with the talent behind the experience.

TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way