Service Desk Specialist

Job Description

Job Description

Description

Essential Job Duties and Responsibilities:

• Provides independent technical support to end users across a variety of hardware,

software, and peripheral technologies.

• Logs, triages, prioritizes, and routes incidents and service requests according to

documented procedures and impact/urgency.

• Maintains availability status within the ticketing platform to support efficient workload

distribution.

• Installs, configures, and maintains computer systems, peripherals, and software

applications.

• Performs user account support tasks, including password resets, account access issues,

and multi-factor authentication.

• Handles unfamiliar issues by applying structured troubleshooting before escalation.

• Escalates complex or high-impact tickets appropriately, providing clear documentation of

troubleshooting steps performed, relevant findings, and supporting materials.

• Independently handles device provisioning and deployment for end-user hardware

following documented processes and checklists.

• Diagnoses and resolves standard to moderately complex hardware-related issues for

end-user devices and peripherals.

• Maintains a customer‑focused approach, using effective communication and

de‑escalation techniques to resolve issues professionally.

• Participates in an on‑call rotation to perform designated support duties, respond to

incidents, and resolve user issues.

• Provides support and troubleshooting for printers and print‑related issues.

• Collaborates with other IT team members to support day-to-day operations and timely

resolution of issues.

• Develops and maintains basic documentation and knowledge base articles related to

common issues and resolutions.

• Documents support activities, solutions, and procedures clearly to support knowledge

sharing and continuous improvement.

Additional Skills & Qualifications

Education and Experience Requirements:

This position requires a high school diploma or equivalent. An associate or bachelor’s degree in

Information Technology, Computer Science, or a related field is preferred, or equivalent

professional experience. This role typically requires 2 - 4 years of experience in an IT support or

service desk environment. Relevant industry certifications are preferred but not required.

Knowledge, Skills, and Abilities:

• Customer-focused professional with the ability to interact in an approachable, empathetic,

and respectful manner while building positive relationships with end users.

• Demonstrated reliability and accountability, including the ability to independently

manage assigned work, follow documented processes, and meet established service level

expectations.

• Strong working knowledge of core IT concepts, including hardware, software, operating

systems, peripheral devices, and standard business applications.

• Ability to provide independent first-level and initial second-level technical support,

troubleshooting and resolving end-user issues in a timely, analytical, and

solution-oriented manner, and recognizing when escalation is required.

• Demonstrated foundational understanding or ITIL-based service management concepts.

• Experience with ServiceNow ticketing system and workflows, including incident

logging, impact and urgency assessment, prioritization, escalation, and accurate

documentation.

• Working knowledge of user account support, including password resets, account

lockouts, and multi-factor authentication.

• Ability to install, configure, and support end-user devices, printers, and approved

applications in accordance with organizational standards.

• Strong attention to detail with the ability to document troubleshooting steps, resolutions,

procedures, and solutions clearly and accurately.

• Effective written and verbal communication skills, with the ability to explain technical

information clearly to non-technical users a

Experience Level

Intermediate Level

This is a Contract to Hire position based out of Redmond, OR.

The pay range for this position is $23.00 - $28.00/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 Redmond,OR.

This position is anticipated to close on Aug 28, 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.