Help Desk Support/Technical Support - Remote

Remote in Raleigh Area | First Week Onsite Training
The Service Desk team serves as the front-line support organization for a large public-sector environment. The team is responsible for account and password resets, user support, and acting as an escalation liaison for more complex technical issues. This role supports over 10,000 end users, providing assistance with internal applications, products, and programs. The first week consists of onsite training, followed by two weeks of shadowing and coaching with a senior team lead.
The team works 8-hour shifts within operating hours of 7:00 AM to 6:00 PM. however, hours may vary and could include shifts such as 7:00 AM to 4:00 PM or 8:00 AM to 5:00 PM. Occasional weekend support may be required in the future.

Develop and maintain an understanding of internal applications and programs to provide effective technical support.
Work independently to analyze customer needs and resolve technical issues.
Manage time effectively, prioritize tasks, and meet established service levels.
Troubleshoot hardware, software, network, and desktop-related issues.
Support end-user account and password reset requests.
Provide guidance to users regarding basic desktop application functionality via phone and email.
Verify user identity and gather relevant information to accurately document support requests.
Enter and track incidents within the ServiceNow ticketing system.
Monitor tickets to ensure customer service expectations are met.
Distribute organization-wide communications regarding technology issues and service interruptions.
Help Desk Support
ServiceNow
Customer Service
Demonstrated ability to independently resolve routine and non-routine hardware and software issues.
Experience collaborating with end users and IT teams to resolve technical challenges and ensure customer satisfaction.
Ability to analyze technical and user documentation to provide effective support.
Working experience with the ServiceNow ticketing and call-tracking system.
Job Type & Location This is a Contract position based out of Raleigh, NC.
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.
available for this temporary role may include the following:

• Medical, dental & vision
• 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)
• Employee Assistance Program
• Workplace Type This is a fully remote position.

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. 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. 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.
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.