Role OverviewThe Help Desk & Jira Service Administrator serves as a key first point of contact for end users while also owning Jira ticket intake, triage, and service workflows. This role blends traditional desktop/help desk support in Windows and macOS environments with Jira Service Management (JSM) administration, documentation, and process improvement. The ideal candidate is customer-focused, highly organized, and comfortable managing both technical issues and operational workflows.
Key ResponsibilitiesEnd-User Support- Provide Tier 1-2 help desk support for end users across Windows and Mac environments via phone, email, chat, and walk-up requests
- Troubleshoot hardware, software, and basic connectivity issues
- Support common business applications and productivity tools
- Assist with new-hire onboarding, device setup, and access requests
- Escalate complex issues to appropriate technical teams when needed
Jira & Ticket Administration- Serve as primary owner of Jira ticket intake and triage
- Monitor ticket queues, prioritize requests, and route issues to the correct teams
- Ensure tickets are properly categorized, documented, and resolved within SLA guidelines
- Maintain Jira workflows, request types, and intake standards (as assigned)
- Act as a coordination point between end users and technical teams
Documentation & Process- Create, update, and maintain SOPs, runbooks, and support documentation
- Author and manage knowledge base articles for common issues and processes
- Assist with identifying process gaps and recommending workflow improvements
- Promote consistent ticketing and documentation standards across the support team
Required Skills & Experience- Experience providing help desk or desktop support in Windows and macOS environments
- Hands-on experience with Jira or Jira Service Management for ticket tracking and intake
- Strong understanding of incident and request lifecycle management
- Basic knowledge of user access concepts and system administration fundamentals
- Excellent written and verbal communication skills
- Strong attention to detail and documentation discipline
- Ability to manage multiple requests and prioritize effectively in a fast-paced environment
Preferred / Nice to Have- Experience administering Jira Service Management (workflows, queues, request types)
- Familiarity with Confluence or similar documentation tools
- Exposure to Active Directory, cloud identity platforms, or MDM tools
- Prior experience blending IT support with operations or service management functions
Ideal Candidate- Enjoys both hands-on user support and behind-the-scenes process ownership
- Organized, dependable, and self-directed
- Comfortable acting as a central intake and coordination point
- Motivated to improve systems, documentation, and service delivery
Common Alternate Job Titles This Role Aligns With- Jira Service Administrator
- IT Support & Operations Analyst
- Service Desk Analyst (Jira-focused)
- ITSM Support Analyst
Job Type & LocationThis is a Contract position based out of Cambridge, MA.
Pay and BenefitsThe pay range for this position is $30.00 - $38.00/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 TypeThis is a fully onsite position in Cambridge,MA.
Application DeadlineThis position is anticipated to close on May 9, 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.
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