TAC-Help Desk

Job Description

Job Description

Description

Work within a team of Technical Assistance Center professionals to include providing Tier 1 and Tier 2 support to mission-critical systems, working 24x7x365 over multiple shifts.

• Process/Respond to Service Requests and Incidents. Manages and coordinates urgent and complicated support issues. Act as an escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free-flowing escalation and information within the organization. Determine the root cause of issues and communicate appropriately to internal and external customers.

• Incident recognition, research, isolation, resolution, and follow-up steps.

• Review software, hardware, and documentation rollouts to ensure staff has a full understanding of requirements/training before deployment.

• Provide data and reporting of KPIs and trends and others ad-hoc, weekly, monthly, and as needed. Will drive Ticket Deep Dives and develop strategies for improvement. Work to make the Technical Assistance Center the single source of truth and service delivery channel for customer support. Monitor and manage phone queues (participating in escalated calls as needed).

• Coordinate with the Incident Management Analyst (s) and Operations Manager on incidents and Continued Process Improvement of incidents regularly.

• Coordinate and communicate between the MCEITS Operations processes, personnel, and procedures, the EIS Tier II and III support personnel, the EIS Project Management Personnel, and potentially direct communications with SharePoint users, site owners, and USMC general officers.

Skills

Help desk support, Help desk, Customer service, Active directory, remedy, Service desk, Ticketing system

Top Skills Details

Help desk support, Help desk, Customer service, Active directory, remedy

Additional Skills & Qualifications

Qualifications:

• Must have 6 years of experience with a high school degree or 2 years of experience with a bachelor's. Looking for someone who can work tier I & II support 2in a 4/7 environment

• Experience with data center monitoring tools (HP preferred)

• Customer-focused manager driven to provide customer satisfaction

• Excellent organizational skills

• Innovative in looking for ways to improve Incident resolution and customer service

Experience Level

Entry Level

This is a Contract position based out of Kansas City, MO.

The pay range for this position is $26.00 - $30.00/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 Kansas City,MO.

This position is anticipated to close on Sep 23, 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.