Service Desk Technician

Job Description

Job Description

Overview

We are seeking a customer-focused Help Desk / Technical Support Analyst to join a large enterprise IT support team. This role provides first-level technical support to a diverse user community and offers a unique opportunity to gain exposure to both service desk operations and data center/network infrastructure environments through cross-training.

The ideal candidate will have a strong foundation in help desk support, excellent customer service skills, and the ability to clearly document technical issues and resolutions.

• Provide first-level technical support via phone, email, and ticketing system.
• Troubleshoot hardware, software, account access, and connectivity issues.
• Perform password resets, printer troubleshooting, account support, and general desktop support.
• Create, update, and escalate tickets as needed to desktop, systems, and infrastructure teams.
• Support Windows, macOS, and UNIX/Linux-based environments.
• Document issues, troubleshooting steps, and resolutions clearly and accurately.
• Prioritize incoming requests and maintain service levels in a fast-paced environment.
• Collaborate with technical teams to resolve more complex issues.
• Participate in cross-training opportunities within infrastructure and data center operations.
• Maintain a high level of customer satisfaction while supporting a large user population.

• 2+ years of Help Desk, Service Desk, or IT Support experience.
• Experience providing phone-based and remote technical support.
• Strong troubleshooting skills involving:
  • Password resets
  • Printer connectivity
  • Windows desktop support
  • User account management
  • Basic networking/connectivity issues
• Excellent customer service and communication skills.
• Strong documentation and technical writing abilities.
• Ability to multitask and work effectively in a high-volume support environment.
• Experience working with ticketing systems.

• Exposure to Windows, macOS, and Linux/UNIX environments.
• Experience supporting large enterprise environments.
• Familiarity with Active Directory, Office 365/Microsoft 365, and endpoint support.
• Interest in networking, systems administration, or infrastructure technologies.
• Experience working in higher education, healthcare, or other large user environments.

• Strong customer-service mindset.
• Excellent verbal and written communication skills.
• Reliable, team-oriented professional with a positive attitude.
• Someone who enjoys troubleshooting and solving technical problems.
• Strong attention to detail and documentation practices.
• Interest in expanding technical skills beyond traditional help desk support.

• Opportunity to support a large and diverse enterprise environment.
• Exposure to service desk, infrastructure, and data center operations.
• Collaborative team environment with mentorship opportunities.
• Excellent opportunity for someone looking to grow their career in IT support, systems, networking, or infrastructure.

Job Type & Location

This is a Contract to Hire position based out of Rochester, NY.

The pay range for this position is $20.00 - $25.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

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)

This is a fully onsite position in Rochester,NY.

This position is anticipated to close on Oct 5, 2026.

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.

Were 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. Were 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. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were 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.