Job Information

TEKsystems Helpdesk Support Analyst in Owings Mills, Maryland


This is a Tier 1 IT Helpdesk Technician role at our customer. This role is open due replacing an existing contractor who is leaving at the end of his contract. This person will initially be trained on either internal or external support within the company depending on the training cycle. This is the internal support, which requires more technical knowledge. They will be supporting traders, analysts and high level executives. These individuals will be responsible for all standard IT helpdesk support duties (including internal and external calls). Additionally, the customer's busy season begins in November which leads to significant increases in overall call volumes.

The primary responsibilities of the position will include:

The Help Desk Specialist answers inbound calls and emails for technical assistance from Shareholders, Participants, Associates and Vendors. The position answers calls from external customers related to accessing account information through various types of media including Internet and phone access. The position answers calls from internal customers who are requesting support to successfully and efficiently complete their job responsibilities.

Trouble-shooting and diagnosis of technical issues for users using Investment Applications.

Maintain objectivity in effective problem resolution.

Escalate problems to Level II and supervisor based on department operations and procedures as necessary.

Handle all incoming technical support problems using Remedy's ticketing system and other systems as required.

Follow all department procedures.

Weekend rotation and overtime potential.

General Information:

40% of calls are password resets.

Desk supports internal and external users.

The desk supports over 400 apps, but about 12 of them account for 80% of the calls regarding apps.

There is No Quota regarding number of calls an agent must take, they are more focused on the quality of the call.

The desk takes about 1000 calls per day, 30-50 per person.

The average call is 6-7 minutes and the goal is to be on the phone for 70% of every hour.


Windows 7, Microsoft Office, Internet Explorer, Customer Service, Ticket

Additional Skills & Qualifications:

Person needs to professional with excellent interpersonal skills. They need to be able to handle high-volume of calls and have great attention to detail.

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.

We are an equal opportunity employers and will consider all applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. To view the EEO is the law poster click here. Applicants with disabilities that require an accommodation or assistance a position, please call 888-472-3411 or email This is a dedicated line designed exclusively to assist job seekers whose disability prevents them from being able to apply online. Messages left for other purposes will not receive a response.