Service Desk Technician

Service Desk Technician
Davenport, IA-100% Remote
Technical Skill

• Help Desk
• End-User Support
• Active Directory
• MS Office
• Troubleshooting
• Applications
• Software
• Ticketing System

Overview
We are hiring a Tier 1 Service Desk Technician to support a growing non-profit, education agency. The company works to expand educational opportunities for low-income populations.
Qualified candidates will own enterprise experience at a Tier 1 level and the ability to work across departments to troubleshoot, triage, and resolve technical issues for educators and support staff.
Description

• Provide first-level support for service & incident requests
• Respond to tech inquiries via ticket system, online chats, over the phone or perform remote sessions
• Provide quick and effective assistance with information technology systems
• Walk customers step-by-step through the problem-solving process
• Troubleshooting of hardware and software
• Create and provision account access
• Log all service desk communications and document issue resolution using a ticket system
• Frequently follow up with customers to ensure satisfactory service
• Prioritizing and managing incoming IT service requests efficiently and with appropriate urgency
• Collect data, triage issues & escalate as appropriate
• Coordinate with other internal teams
• Collaborating with hardware support teams for equipment repair or replacement
• Inform customers about IT products, services, processes
• Timely routing of issues and requests to appropriate teams

Qualifications

• Bachelor's Degree in computer science, information systems, IT or equivalent experience preferred
• 1-3+ years of experience in a similar role
• Strong problem-solving, analytical, and comprehension skills
• Ability to quickly triage and resolve technical issues
• The ability to break down technological processes and deliver clear, step-by-step instructions
• Excellent verbal and written communication skills
• Patient, friendly demeanor with a great aptitude for listening
• Dedication to providing exceptional customer service
• A growth mindset, a strong desire to learn and think "outside the box" are essential for this role
• Coordinating with security teams to address and prevent potential cyber threats
• Demonstrated teamwork with eagerness to help other technical support workers and customers
• Exceptional time management, punctuality and priority setting skills highly desired
• Experience in applying service desk best practices or ITIL certification a plus
• Commitment to continuous learning and Service Desk operational improvements
• Experience in applying service desk best practices and understanding the key differences of incident and request handling
• Demonstrated ability to follow escalation paths and team communication protocols

Technical Skills

• Experience with Windows, MacOS and limited mobile devices
• Proficient understanding of ticket management systems (i.e., Jira Service Management, Service Now, Fresh Service, etc.)
• Productivity & communication application support (i.e., Microsoft 365, Google Workspace, Slack, Zoom, Teams)
• Experience with Identity & Access Management and end-point solutions (i.e., Entra ID, Intune, MFA, Active Directory, Microsoft Defender)
• Experience with Cloud-based platforms (i.e., Microsoft Azure, Salesforce, Confluence, SharePoint)
• Experience using remote tools (screen sharing/control, RDP)
• Experience of basic networking concepts (i.e., Internet, WiFi, Ethernet/LAN, routing, VPN, network printers)
• Experience using directory & domain services (i.e., Active Directory)

Work Environment

• IT Support
• Service Desk
• Team of 4
• Will work Pacific Time Zone Hours
• Candidates must reside in Central Time Zone

Start Date & Interviews

• Start Date February 23, 2026
• Interviews January 28 -February 11
• 2-Step Process
• 1st Step Virtual with HR
• 2nd Step Virtual with Technical Team

Job Type & Location
This is a Contract position based out of Des Moines, IA.
Pay and Benefits
The pay range for this position is $18.00 - $21.00/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)
Workplace Type
This is a fully remote position.
Application Deadline
This position is anticipated to close on Jan 23, 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.

About TEKsystems and TEKsystems Global Services

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.