IT Service Desk Technician

Job Description

Job Description

Job Summary

We are seeking an IT Service Desk Analyst to provide first-level technical support for end users in a fast-paced enterprise environment. This individual will be responsible for managing and resolving support requests through ServiceNow, troubleshooting a wide range of hardware, software, and connectivity issues, and delivering exceptional customer service. The ideal candidate will possess strong troubleshooting abilities, a sense of urgency, and the ability to prioritize competing tasks with minimal supervision.

• Provide Tier 1 technical support for end users via ServiceNow, handling approximately 15-20 tickets per day and managing up to 30 active tickets daily.
• Troubleshoot and resolve issues related to password resets, Microsoft Outlook, Microsoft 365 applications, VPN connectivity, printer configurations, operating system errors, and desktop support incidents.
• Investigate, diagnose, and resolve technical issues while maintaining high levels of customer satisfaction.
• Review tickets for accuracy and completeness, identifying information gaps and ensuring quality documentation.
• Work closely with Senior Service Desk Analysts and escalation teams to resolve complex technical issues.
• Support and administer file shares, permissions, and security using technologies such as NTFS, DFS, and Citrix ShareFile.
• Assist in the creation, maintenance, and improvement of IT support processes and knowledge articles.
• Identify recurring issues and trends within the service desk environment and recommend solutions to reduce ticket volume and improve service delivery.
• Participate in an on-call support rotation as needed.
• Document troubleshooting steps, resolutions, and support procedures within the ticketing system.

• 2+ years of IT Service Desk, Help Desk, or Technical Support experience.
• Experience supporting a combination of enterprise software applications and end-user technologies.
• Experience working within ServiceNow or a similar ITSM ticketing platform.
• Strong troubleshooting, analytical, and diagnostic skills.
• Experience supporting Microsoft Office and Microsoft 365 applications.
• Knowledge of Windows operating systems and desktop troubleshooting.
• Basic understanding of networking technologies, including DNS, DHCP, VPNs, and TCP/IP.
• Strong communication, active listening, and customer service skills.
• Ability to prioritize workload and manage multiple support requests simultaneously.
• Familiarity with ITIL processes and service management best practices.

• Experience supporting Active Directory environments, including user account administration and authentication troubleshooting.
• Familiarity with Kerberos authentication.
• Experience supporting Citrix-hosted applications and Citrix ShareFile.
• Experience provisioning and supporting Cisco phone systems.
• Basic scripting or automation experience.

• SolarWinds monitoring and alerting experience.
• Microsoft SQL Server experience.
• Exposure to automation technologies and processes.
• Experience supporting manufacturing or operational technology environments, including PLCs and GE Proficy.

• Excellent customer service and interpersonal skills.
• Strong sense of urgency and ownership.
• Ability to work independently with minimal supervision.
• Detail-oriented approach to ticket management and documentation.
• Continuous improvement mindset with the ability to identify trends and recommend process enhancements.

This is a Contract to Hire position based out of Raleigh, NC.

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 Raleigh,NC.

This position is anticipated to close on Oct 10, 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.