Desktop Support Specialist

Description
The IT Support Specialist role is to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as require that the individual give hands-on help at the desktop level.
Essential Duties & Responsibilities:
Field incoming help requests from end users via both telephone and work orders in a courteous manner.
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Build rapport and elicit problem details from help desk customers.
Maintain excellent customer service over the phone
Troubleshooting and performing routine maintenance of workstations and servers remotely
Maintaining a positive attitude and fast paced, detail oriented, and multi-tasking work ethic
Diagnostics of malfunctioning Apple and Windows hardware and software
Responding to, detailing work done, and closing remote support tickets
Maintenance and updating of our customer database used in creating service request orders
Assisting customers in purchasing decisions when needed
Maintaining a safe and clean work environment
Maintaining a professional image and attitude
Operational Management:
Prioritize and schedule problems. Escalate problems (when required) to the appropriately experienced technician.
Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Identify and learn appropriate software and hardware used and supported by the organization.
Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.
Test fixes to ensure problem has been adequately resolved.
Perform post-resolution follow-ups to help requests.
Develop help sheets and knowledge base articles for end users.
Perform related duties consistent with the scope and intent of the position.
Strong understanding of the Agile Methodology and workflow a plus.
Knowledge & Experience:
Hardware:
Practical knowledge of internal components of workstations and servers to include motherboards, ram, hard drives,
video, sound, I/O, optical drives, ports and cooling systems.
Practical knowledge of accessories including keyboards, pointing devices, scanners, printers, networking devices, routers, wireless devices, security devices and gaming devices.
Practical knowledge of stress limitations, heating and cooling limitations, over clocking limitations and networking limitations.
Practical knowledge of assembly, disassembly and maintenance of all hardware components.
Software:
Practical knowledge of all currently available Windows operating systems to include installation, recovery, setup and updating of all current versions.
Understanding of Jira/Confluence ticketing/KB software.
Understanding od ConnectWise Manage and Automate.
Practical knowledge of major anti-viral, security and firewall technologies including installation, setup, recovery and updating.
Practical knowledge of most major software suites for office use including Microsoft Office, WordPerfect Suite and MS Works to include installation, setup, recovery and updating.
Practical knowledge of all internet browsing, e-mail and communications software to include Internet Explorer, Netscape, Outlook(Express), Eudora, Firefox, Mozilla etc.
Reasonable knowledge of server applications such as Active Directory, Exchange, MS Server 2000/2003/2008.
Extensive application support experience.
Working knowledge of a range of diagnostic utilities.
Good understanding of the organization's goals and objectives.
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills.
Personal Attributes:
Ability to conduct research into a wide range of computing issues as required.
Ability to absorb and retain information quickly.
Ability to present ideas in user-friendly language.
Highly self-motivated and directed.
Keen attention to detail.
Proven analytical and problem-solving abilities.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Exceptional customer service orientation.
Experience working in a team-oriented, collaborative environment.
Additional Skills & Qualifications
Any experience with the following is a plus:
- Mobile device support, specifically iPhones
- Microsoft Azure
- Server support and troubleshooting
Job Type & Location
This is a Contract to Hire position based out of San Mateo, CA.
Pay and Benefits
The pay range for this position is $30.00 - $40.00/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 onsite position in San Mateo,CA.
Application Deadline
This position is anticipated to close on Mar 28, 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.