Help Desk Technician

Position Summary

The Tier 1 Help Desk Technician serves as the first point of contact for technical support across the organization. This role is responsible for providing exceptional customer service while troubleshooting and resolving a variety of hardware, software, and account-related issues. The ideal candidate is a strong problem solver who can work independently, effectively manage multiple support requests, and communicate technical information clearly to end users.

Key Responsibilities

• Serve as the primary Tier 1 technical support resource for end users throughout the organization.
• Respond to support requests received via phone, email, and ticketing system, ensuring timely resolution and customer satisfaction.
• Manage and prioritize multiple support tickets simultaneously within ServiceNow and other IT service management tools.
• Troubleshoot and resolve common technical issues, including:
  • Password resets and account lockouts
  • Microsoft Office 365 support
  • Active Directory user account administration
  • Windows operating system issues
  • Basic hardware and software troubleshooting
  • System performance and login issues
• Diagnose and resolve end-user technical problems during first contact whenever possible.
• Escalate complex issues to Tier 2 support teams, engineers, or system administrators as necessary.
• Document incidents, troubleshooting steps, and resolutions accurately within the ticketing system.
• Collaborate with IT team members to troubleshoot issues, support projects, and improve service delivery processes.
• Follow established support procedures, service level agreements (SLAs), and best practices.
• Provide professional, patient, and customer-focused support to users with varying levels of technical expertise.
• Continuously research and utilize available resources to resolve issues independently before escalating.

Required Qualifications

• 1+ years of Help Desk, Service Desk, Technical Support, or customer support experience preferred.
• Experience working with a ticketing system such as ServiceNow.
• Basic knowledge of:
  • Microsoft Windows operating systems
  • Microsoft Office 365
  • Active Directory
  • Remote support tools
• Strong troubleshooting and problem-solving abilities.
• Excellent verbal and written communication skills.
• Ability to work independently with minimal supervision.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Customer-service oriented mindset with a high level of patience and professionalism.

Preferred Qualifications

• Associate degree in Information Technology, Computer Science, or related field.
• Experience supporting enterprise users in a corporate environment.
• Familiarity with ITIL principles and service desk best practices.
• CompTIA A+ or other entry-level technical certifications.

Key Competencies

• Technical Troubleshooting
• Customer Service Excellence
• Problem Solving
• ServiceNow Ticket Management
• Microsoft 365 Support
• Active Directory Administration
• Time Management
• Phone and Email Support
• Team Collaboration
• Written and Verbal Communication

Job Type & Location
This is a Contract to Hire position based out of Raleigh, NC.
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 fully onsite position in Raleigh,NC.
Application Deadline
This position is anticipated to close on Aug 8, 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.

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.