Helpdesk Support Specialist

Position Overview

Our client is seeking a Help Desk Technician to join a collaborative IT Operations team consisting of an IT Supervisor and two additional technicians. This role serves as the primary point of contact for end-user technical support and is responsible for resolving a wide variety of hardware, software, application, and access-related issues. The ideal candidate will thrive in a fast-paced support environment, possess strong troubleshooting skills, and be committed to delivering exceptional customer service.
The Help Desk Technician will support users both remotely and onsite, handling approximately 10 to 30 support tickets per day. Support requests are received through phone calls, email, and the organization's ticketing system.

Key Responsibilities

• Serve as the first point of contact for end-user technical support requests.
• Manage and resolve 10 to 30 support tickets daily while maintaining service level expectations.
• Provide technical assistance through phone, email, remote support tools, and in-person support.
• Troubleshoot and resolve desktop, laptop, printer, and peripheral device issues.
• Support Microsoft Windows operating systems and diagnose common workstation-related problems.
• Troubleshoot network connectivity issues, including wired, wireless, VPN, and access to shared resources.
• Investigate and resolve file share access issues and permissions-related requests.
• Assist users with Microsoft 365 applications and troubleshoot access-related concerns.
• Escalate complex Microsoft 365 issues to appropriate support teams while thoroughly documenting findings and requirements.
• Perform Active Directory administration tasks, including:
  • Password resets
  • Account unlocks
  • Group membership reviews
  • Basic user account administration
• Support printer installations, troubleshooting, and connectivity issues.
• Assist with hardware deployment, workstation setup, and basic imaging activities.
• Perform malware scans and assist with endpoint security-related troubleshooting.
• Support Windows updates, software installations, upgrades, and application troubleshooting.
• Utilize remote support tools such as LogMeIn Rescue and Microsoft Teams to assist end users.
• Escalate unresolved issues to senior IT staff or specialized teams when necessary.
• Maintain accurate documentation of troubleshooting steps, resolutions, and customer interactions.

Documentation & Process Responsibilities

• Create, update, and manage tickets within the Track-It ticketing system.
• Ensure all incidents, service requests, and resolutions are documented thoroughly and accurately.
• Contribute to the creation, maintenance, and improvement of knowledge base articles.
• Follow established IT support processes, procedures, and escalation paths.
• Identify recurring issues and recommend process improvements where appropriate.

Required Qualifications

• 2+ years of experience in a Help Desk, Service Desk, or Technical Support role.
• Experience supporting Windows desktop and laptop environments.
• Hands-on experience with Active Directory user administration.
• Experience troubleshooting Microsoft 365 applications and user access issues.
• Strong understanding of Windows operating systems, hardware troubleshooting, and peripheral support.
• Familiarity with basic networking concepts and connectivity troubleshooting.
• Experience using remote support tools in a customer-facing environment.
• Experience working with ticketing systems and documenting technical issues.
• Excellent customer service and communication skills.

Preferred Qualifications

• Experience with LogMeIn Rescue, Microsoft Teams, and Track-It.
• Knowledge of endpoint imaging and workstation deployment processes.
• Experience supporting printers, file shares, and enterprise applications.
• Exposure to endpoint security tools and malware remediation processes.
• Associate degree, technical certification, or equivalent IT support experience.

Key Competencies

• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Customer-focused mindset with a commitment to service excellence.
• Strong organizational skills and attention to detail.
• Ability to work independently while collaborating effectively within a small team environment.

Job Type & Location
This is a Contract position based out of Columbia, MD.
Pay and Benefits
The pay range for this position is $21.00 - $23.00/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 Columbia,MD.
Application Deadline
This position is anticipated to close on Aug 22, 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.