New

Help Desk Technician

TEKsystems
$20.00 / hr
life insurance, sick time, 401(k), retirement plan, remote work
United States, Missouri, O Fallon
May 16, 2026
Description As a Small Business Help Desk Representative, you will play a pivotal role in delivering exceptional customer service primarily through phone interactions in an automated call delivery environment (NICE CXOne Phone Platform). You will be the first point of contact for both external and internal customers, handling a variety of requests and providing first-level technical assistance and problem-solving over the phone. Strong phone skills are essential, as you will be expected to manage incoming calls efficiently, respond professionally, and resolve issues accurately and promptly. Critical thinking is a key requirement for this role. You will need to analyze customer inquiries, identify potential issues, and triage requests based on training and established guidelines. Your ability to think analytically and make informed decisions will ensure optimal outcomes for our customers. You will also be responsible for tracking and documenting all phone, email, and portal tickets in the Service Now platform, ensuring thorough follow-up and resolution. This role is ideal for candidates who excel in phone-based customer service and possess strong critical thinking skills to resolve issues efficiently and professionally. Job Responsibilities: * Provide timely customer service to incoming requests via the phone in an automated call delivery environment. (NICE CXOne Phone Platform) * Multi-task between incoming calls and e-mail requests with ability to meet turnaround time of 12 business hours * Tracking of phone/email/portal tickets in Service Now platform. * Assume ownership and respond to customer (internal/external) correspondence, complaints, and inquiries in an efficient, accurate and professional manner to achieve an optimal outcome. * Ability to meet our First Level Resolution standards. * To ensure complete resolution of all customer inquiries; may need to coordinate end to end service with other business partners * Effectively navigate multiple systems and applications to research, analyze and resolve customer inquiries * Work effectively in a team environment using professional interpersonal and communication skills * Basic knowledge of Small Commercial insurance principles and company products. * Know and comply to corporate policies, regulatory standards, internal business processes (while processing work and meeting and/or exceeding service performance and quality standards * Utilize basic understanding of product & underwriting guidelines * Maintain performance standards within a fast-paced environment Skills Service desk, Help desk support, Ticketing system, Customer service, Customer support Top Skills Details Service desk,Help desk support,Ticketing system,Customer service,Customer support Additional Skills & Qualifications Skills: * Strong customer service skills including oral and written communication. * Ability to work with internal and external customers and assist to best ability in resolving their issue. * Experience in a call center or customer service environment highly preferred. * Knowledge of customer service principles and practices * Ability to handle multiple priorities within strict time constraints. * Excellent organizational skills, with the ability to multi-task * Excellent verbal and written communications skills * Strong Critical Thinking and Analytical Skills (Regarding being able to identify potential issues being triaged based on training) * Possesses the ability to work independently to complete assignments in a timely manner. * Ability to work well in a team environment. * Demonstrated commitment to team and departmental goals. * Ability to make informed decisions, achieving the appropriate results. * Accurate Data Entry and Tracking skills required. * Working Knowledge of One Note, Word and Excel - To be used to reference and look up information. * Working Knowledge of Service Now preferred - To be used to track Help Desk tickets. * Flexibility when schedule changes are needed and overtime needs are available. * Adherence to In-Office Attendance (4 Days in Office / 1 Day Working From Home). * Reliability and Responsive Communication with Manager. Education/Experience * College level education preferred, but not required based on prior experience(s) * Commercial Insurance experience is preferred but not required. * Work From Home/Remote Work Experience (able to troubleshoot basic connection issues, VPN experience, desktop setup, etc.) * Understanding of or ability to learn Small Business Insurance product and underwriting guidelines is required. * General Computer and Program knowledge is preferred (as we will be troubleshooting and triaging these types of issues on our team for our business partners. * Experience in Service Now Job Type & Location This is a Contract to Hire position based out of O Fallon, MO. Pay and BenefitsThe pay range for this position is $20.00 - $20.00/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 TypeThis is a hybrid position in O Fallon,MO. Application DeadlineThis position is anticipated to close on May 22, 2026. 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. San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records. Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.