Service Desk Specialist

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 customerfocused approach, using effective communication and deescalation techniques to resolve issues professionally. Participates in an oncall rotation to perform designated support duties, respond to incidents, and resolve user issues. Provides support and troubleshooting for printers and printrelated issues. Collaborates with other IT team members to support day-to-day operations and timely resolution of issues. Page 2 of 3 Initials 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 Job Type & Location This is a Contract to Hire position based out of Redmond, OR. Pay and Benefits 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) Workplace Type This is a fully onsite position in Redmond,OR. Application Deadline This position is anticipated to close on Aug 24, 2026. About TEKsystems 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. 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. #J-18808-Ljbffr