Service Desk Specialist

Job Description

Job Description

Description

The Service Desk Specialist – Regional Support role is primarily responsible for providing first level technical support to end users through the Service Desk, while also serving as the onsite deskside support for the Richmond regional office. This position is 50% Service Desk focused and 50% deskside support, ensuring consistent user experience, timely incident resolution, and local hands-on support.

The position requires strong customer service skills, technical troubleshooting ability, and collaboration with internal IT teams to ensure timely incident resolution and a positive end-user experience.

Service Desk Specialist Responsibilities

• Serve as the primary point of contact for end-user IT support via phone, email, and ticketing system.

• Respond to and resolve incidents and service requests related to hardware, software, applications, and access issues.

• Accurately log, document, and manage tickets in the IT Service Management tool (e.g., ServiceNow).

• Diagnose issues by gathering detailed information, asking clarifying questions, and following established troubleshooting procedures.

• Resolve tickets using published Knowledge Base (KB) articles and documented processes.

• Escalate incidents to higher-level support teams when necessary, following defined escalation procedures.

• Adhere to Service Level Agreements (SLAs) for response and resolution times.

• Act as a trigger for critical incident management by notifying appropriate technical and incident management teams.

• Coordinate with technical teams to provide timely and accurate updates to users until resolution.

• Participate in knowledge base creation, updates, and continuous improvement activities.

• Identify recurring issues and communicate trends or operational challenges to leadership.

• Maintain a high level of customer service and professionalism in all interactions.

Office Support Responsibilities

• Provide on-site support for the Richmond regional office as needed.

• Perform break/fix support for end-user hardware and peripherals, including desktops, laptops, monitors, printers, and phones.

• Assist with setup, configuration, and deployment of PCs, printers, and workplace technology.

• Support endpoint telephony devices, including desk phones, conference room equipment, mobile devices, and hotspots.

• Perform MACD activities (Moves, Adds, Changes, and Decommissions) for local hardware and software.

• Provide white-glove support for VIP and executive users, demonstrating strong professionalism, discretion, urgency, and the ability to deliver a high-touch office support experience.

• Act as the local workplace technology liaison for the New York office.

• Support local IT projects, office initiatives, and technology refreshes as required.

• Coordinate with vendors or infrastructure teams when on-site escalation is needed.

• Ensure office support activities are properly documented in the ticketing system.

• Maintain responsibility for local office asset management, including tracking, documenting, and coordinating IT equipment inventory for the Richmond office.

Skills

office 365, servicenow, intune, citrix, troubleshooting windows, executive support

Top Skills Details

office 365,servicenow,intune,citrix

Additional Skills & Qualifications

What are the most common ticket types this team handles (remote/deskside)?

The roles are a blend of Service Desk and onsite deskside support (approximately 50/50). Common ticket types include:

Windows workstation issues

Microsoft 365 (Outlook, Teams, Office applications)

Password resets and account access issues

Hardware troubleshooting (laptops, desktops, monitors, docking stations)

Printer support

Mobile devices and hotspots

Conference room and audiovisual technology

New hire onboarding and employee offboarding support

Moves, Adds, Changes, and Decommissions (MACD) requests

General break/fix and workplace technology support

Are there SLAs or ticket volume metrics candidates should be accustomed to?

Yes. Candidates should be comfortable working in an SLA-driven environment and managing multiple tickets and priorities simultaneously. They will be expected to:

Adhere to ServiceNow response and resolution SLAs

Maintain accurate documentation

Escalate appropriately when required

Provide timely communication and customer updates

Manage a steady workload while balancing deskside responsibilities

How heavily involved are these individuals in conference room technology support?

Moderately to heavily involved.

They will serve as the primary onsite IT resource for their office and are expected to support:

• Conference room technology

• Video conferencing equipment

• Audio/visual systems

• Microsoft Teams Rooms and collaboration tools

• Executive and VIP meeting support when needed

What endpoint management tools are currently in use?

Candidates should have experience supporting Microsoft enterprise environments including:

• Microsoft 365

• Windows endpoints

• ServiceNow (ticketing and workflow management)

• Intune

• Azure

• Citrix/Director

• Entra

Experience Level

Intermediate Level

This is a Contract to Hire position based out of Richmond, VA.

The pay range for this position is $30.00 - $32.00/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)

This is a fully onsite position in Richmond,VA.

This position is anticipated to close on Aug 1, 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.

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.