End User Computing Analyst & IVR Specialist at Teksystems Global Services LLC

, Maryland, United States -

Full Time

Start Date

Immediate

Expiry Date

01 May, 26

Salary

30.0

Posted On

31 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Intune, Patch Management, Desktop, VDI, Customer Service, Incident Management, Service Request Management, O365 Support, Technical Support, Automation, Problem Analysis, Documentation, Training, Configuration Management, ITIL Certification, Communication Skills, Analytical Skills

Industry

IT Services and IT Consulting

Description

Description The resource will deliver end-user support and workplace technology services with high levels of customer satisfaction, while operating within an MSP model focused on reliable day-to-day support and continuous improvement. Provide proactive monitoring, incident and request fulfillment for end-user technology; participate in incident and problem management and event response to support availability/performance of user-facing services ; support ITSM optimization practices (ticket quality, knowledge/runbooks, request standardization) ; maintain accurate inventory/records to support service asset & configuration management ; implement automation/standardization opportunities (including AI-driven automation where applicable) ; (If in scope) support virtual desktop infrastructure (VDI) operations and troubleshooting. Proactive tasks: • Ensure that all EUC IT tools (hardware, software) and services are available in a timely manner for new users; • Manage assigned projects form initiation to completion, including follow-up analysis • Create and deliver onboarding orientation sessions and follow up session to new IT users; • Develop, update and improve EUC guides and training materials by documenting and publishing support processes • Develop and provide technical support and training in the use of personal computer hardware, software, specialized technology, peripherals and the most relevant EUC IT tools. Support tasks: • Service Request and Incident Management o Accurately record, update and document Incidents and Service Requests using the IT HelpDesk system (Manage Engine); o Organize and prioritize all Incidents and Service Request tickets; o Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; o Escalate incidents to other support teams where necessary. • Providing support and delivery of Corporate Approved applications and services, including Windows 10, Office including Exchange, MS Teams, OneDrive (O365), POSITION REQUIREMENTS: • Approximately 1-3 years of experience providing customer service in a technological environment; • Degree in the field of computer science, computer information systems, or computer engineering; • Strong dedication to customer service and users support; • Strong understanding and appreciation of operational process/procedure development and its application in a production environment; • Strong understanding of various IT technologies (hardware and software, network protocols, computer applications and operating systems); • ITIL Certification a plus, other professional/technical certifications as appropriate; • Good communication, analytical, and presentation skills; • Demonstrated experience with the following: o O365 Support/Administration Skills intune, patch management, desktop, vdi, gold images Top Skills Details intune,patch management,desktop,vdi Additional Skills & Qualifications Degree in the field of computer science, computer information systems, or computer engineering; Experience Level Expert Level Job Type & Location This is a Contract position based out of Columbia, MD. Pay and Benefits The pay range for this position is $25.00 - $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 Columbia,MD. Application Deadline This position is anticipated to close on Feb 12, 2026. h4>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.

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Responsibilities

The resource will deliver end-user support and workplace technology services while ensuring high levels of customer satisfaction. Responsibilities include proactive monitoring, incident management, and supporting ITSM optimization practices.