Helpdesk Support Analyst

Job Description

This individual will provide primarily phone-based technical support to multiple clients. Responsibilities include handling incoming calls and tickets through the ConnectWise ticketing system and resolving a wide range of issues such as printer troubleshooting, network connectivity problems, and Windows 10/11 support.
This role requires hands-on experience with VPN support and Active Directory administration, including password resets and account unlocks. After completing training, the individual may travel to client sites to provide onsite, hands-on support for issues that cannot be resolved remotely, as well as meet directly with clients to deliver face-to-face technical support.
The position also involves extensive documentation, remote troubleshooting, and exposure to server and network environments. The candidate will regularly work within Active Directory and provide support related to DHCP and DNS.

Responsibilities

• Provide phone-based and remote technical support to end users
• Troubleshoot issues related to printers, network connectivity, and Windows 10/11
• Use ConnectWise to field calls, document issues, and track resolutions
• Support VPN connectivity and user access issues
• Administer Active Directory (password resets, account unlocks, basic troubleshooting)
• Troubleshoot DHCP and DNS-related issues
• Perform server and network troubleshooting as needed
• Create and maintain clear, accurate technical documentation
• Travel to client sites to provide onsite support and follow up on service orders

Required Skills

• Active Directory
• Microsoft Office / Microsoft 365
• Network connectivity and troubleshooting

Preferred Skills & Qualifications

• CompTIA A+ and Network+ certifications preferred (or ability to obtain in the first few months of employment)
• Prior IT support experience is helpful but not required
• Good understanding of:
  • Windows 10, 11, and Windows Server
  • Microsoft 365
  • Active Directory
  • Printing systems and business applications
  • Network systems

Experience Level

• Intermediate

Job Type & Location
This is a Permanent position based out of Cockeysville, MD.
Pay and Benefits
The pay range for this position is $50000.00 - $55000.00/yr.
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)
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Cockeysville,MD.
Application Deadline
This 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.