About the Company
TEKsystems is a leading provider of IT staffing solutions, IT services, and talent management expertise. We partner with clients to provide innovative solutions that help them achieve their business goals. Our global presence and deep industry knowledge enable us to deliver exceptional service and connect top talent with incredible opportunities. We foster an inclusive environment where individuals are empowered to learn, grow, and make a significant impact from day one.
Job Description
Join our dynamic, remote team as an Online Helpdesk Ticket Router! This is an entry-level opportunity perfect for individuals eager to start a career in IT support with no prior experience required. You will be the crucial first point of contact, triaging incoming helpdesk tickets, categorizing them, and ensuring they are efficiently routed to the appropriate technical teams. We provide comprehensive training to equip you with the knowledge and tools needed to succeed in this vital role. This position is 100% remote, offering flexibility and the ability to work from the comfort of your home.
Key Responsibilities
- Monitor incoming helpdesk tickets through various channels (email, web portal, chat).
- Perform initial assessment and categorization of tickets based on predefined criteria and urgency.
- Gather necessary preliminary information from users to accurately route tickets.
- Assign tickets to the correct support queues or technical teams for resolution.
- Communicate effectively with end-users to provide status updates or request additional details.
- Maintain accurate and detailed records of ticket interactions and routing decisions.
- Collaborate with senior support staff to understand complex ticket routing scenarios.
- Contribute to the continuous improvement of ticketing processes and documentation.
Required Skills
- High school diploma or equivalent.
- Strong communication skills, both written and verbal.
- Excellent organizational and time management abilities.
- Basic computer proficiency and comfort with online tools.
- A keen eye for detail and problem-solving aptitude.
- Ability to learn new software and systems quickly.
- Self-motivated with the ability to work independently in a remote environment.
- Customer service-oriented mindset.
Preferred Qualifications
- Prior experience in a customer service role (non-IT related).
- Familiarity with any ticketing system or CRM software.
- Basic understanding of common IT issues (e.g., password resets, software installation).
- Pursuing or interested in IT-related certifications (e.g., CompTIA A+).
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health, dental, and vision insurance.
- Paid time off and company holidays.
- 401(k) retirement plan with company match.
- Dedicated training and professional development programs.
- Opportunities for career advancement within IT support.
- Remote work setup stipend.
- Employee assistance program.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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