Help Desk Support

Description
Basic Function

The Technology Experience Specialist 1 delivers frontline technical support that ensures agency staff can effectively use their technology by resolving incidents and service requests both onsite and remotely. The role supports operational management of end-user technology platforms, including mobile device management, hardware lifecycle activities, onboarding preparation, and accurate IT asset tracking. It follows established helpdesk workflows and ITIL-aligned practices, escalates issues appropriately, and contributes to knowledge sharing through documentation, quick-tips, and training support. This position also assists with user-impacting technology projects, identifies recurring trends to improve service quality, and maintains an organized work environment while providing consistent, customer-focused service across all interactions. Work is performed under the direction of the Technology Experience Manager.
Examples of Duties
Provide onsite and remote technical support for agency staff, ensuring prompt, courteous, and effective resolution of incidents and service requests.
Contribute to operational activities and technical management of the Mobile Device Management platform, ensuring adjustments and enhancements follow change management procedures.
Work with senior support staff when necessary to escalate incidents and service requests timely. Participate in training steps to enhance knowledge and skills from lessons learned.
Follow established helpdesk workflows and ITIL-aligned practices when logging, troubleshooting, escalating, and resolving support tickets.
Meet service-level expectations for response, resolution, communication quality, and customer satisfaction.
Assist with new-hire onboarding by preparing workstations, installing required applications, configuring accounts, and providing introductory technology guidance.
Support technology adoption initiatives by contributing to quick-tips, training sessions, job aids, and user-friendly documentation.
Participate in end-user hardware lifecycle activities, including device deployment, imaging, setup, refresh, replacement, and retirement tasks.
Maintain accurate tracking of IT assets, including tagging equipment, updating inventory records, and reporting discrepancies.
Ensure work areas remain clean and organized by assisting with the removal and proper handling of outdated equipment, packaging, and related waste.
Contribute to the creation and upkeep of helpdesk procedures, troubleshooting guides, and knowledge base articles.
Identify recurring support trends and provide feedback to the Technology Experience Manager to improve processes and service quality.
Support technology projects that impact end users, including testing, rollout assistance, communications, and post-deployment support.
Perform related duties as required
Required Knowledge, Skills, and Abilities
Knowledge of incident, request, and basic problem management practices and the ability to follow ITIL-aligned procedures.
Skill in troubleshooting workstations, mobile devices, accounts, connectivity, and peripheral equipment.
Capability to work effectively in both onsite and remote support environments using appropriate tools and communication channels.
Strong interpersonal skills, including empathy, active listening, and the ability to de-escalate challenging situations.
Proficiency in explaining technical concepts in clear, plain-language terms to non-technical users.
Aptitude for learning new applications and technologies quickly and supporting staff through adoption.
Competence in updating asset information, tracking equipment, and following standardized deployment processes.
Skill in documenting steps, creating user guides, and contributing to knowledge repository materials.
Capacity to manage multiple tasks, prioritize effectively, and maintain accuracy during periods of high demand.
Ability to express ideas clearly and concisely, orally and in writing
Skills
Help desk support, Troubleshooting, Customer service, Service desk, Windows 10, Help desk, Active directory, Support, Phone support, Ticketing system, Desktop, Technical support
Top Skills Details
Help desk support,Troubleshooting,Customer service,Service desk,Windows 10
Additional Skills & Qualifications
Minimum Experience and Training
Prior Internship in information technology or a related field.
One or more years of experience in IT support, helpdesk operations, or customer-facing technical services.
Experience working in an ITIL-aligned or service-management environment is desirable.
Industry certifications (A+, Network+, Microsoft, ITIL Foundation) are preferred but not required.
Experience Level
Entry Level
Job Type & Location
This is a Contract position based out of Pittsburgh, PA.
Pay and Benefits
The pay range for this position is $18.00 - $20.00/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 hybrid position in Pittsburgh,PA.
Application Deadline
This position is anticipated to close on May 5, 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.