IT Service Desk Support Technician

Description
The Service Desk Support Technician works with employees and customers across multiple business areas to answer questions and resolve issues with software and hardware, in alignment with the Information Technology team's objective to provide exemplary customer support to the Enterprise.
This role supports day-to-day IT operations by driving timely resolution of service desk requests, maintaining clear communication with users, and supporting both on-campus and remote environments. The technician contributes to continuous improvement of IT service delivery through effective use of tools, documentation, and service desk processes.
The role also supports the adoption of evolving technologies, including AI-assisted support tools and automation features, to enhance service efficiency and user experience.
Essential Responsibilities
1. Perform first and second level support/troubleshooting for all issues received via phone, email, and the ServiceDesk system. Support includes, but is not limited to, user account management, password resets, hardware/software troubleshooting, and escalation to vendors when required.
2. Actively manage the ServiceDesk ticket queue using department-defined strategy, ensuring tickets are properly categorized, prioritized, updated, and resolved in a timely manner. Follow up with stakeholders on open issues and escalate when necessary.
3. Create and support user accounts and access across systems such as Active Directory, Microsoft 365, VPN, and endpoint security tools.
4. Maintain and contribute to Service Desk documentation, including documenting solutions and updating knowledge base articles for common issues.
5. Publish and promote self-service resources to enable users to resolve common issues independently.
6. Utilize available AI-assisted tools and automation features within the Service Desk platform to improve response times, streamline routine tasks, and enhance user support.
7. Identify recurring issues and provide feedback to senior team members on opportunities for process improvement, automation, or knowledge enhancements.
8. Explain problem resolutions clearly and effectively to employees and customers.
9. Maintain and administer telephony and collaboration systems.
10. Build, image, and deploy laptops using endpoint management tools and support end-user work environments.
11. Manage and maintain equipment inventory records, including laptops, phones, monitors, printers, and peripherals; assist with equipment moves as needed.
12. Assist with coordination and setup of conference room and AV support requests.
13. Support multiple business locations, either remotely or onsite as needed.
14. Participate in IT projects and initiatives as assigned.
15. Participate in system maintenance activities, including patching and updates.
16. Assist with onboarding support and administration of enterprise applications.
Other Responsibilities
1. Performs other duties as assigned.
Required Competencies
Technical Knowledge
Problem Solving
Teamwork and Collaboration
Effective Time Management
Strong Oral and Written Communication Skills
Excellent Customer Service Skills
Initiative and Continuous Improvement Mindset
Adaptability, including openness to new tools and technologies such as AI-assisted support solutions
Documentation and Knowledge Sharing
Ability to Work Independently
Education and Experience
Minimum of 3-5 years of IT experience and/or equivalent education (Bachelor's degree and/or IT certifications preferred)
Working knowledge of Microsoft 365 (O365), Windows 10/11, Active Directory, and Exchange
Experience supporting software-as-a-service (SaaS) applications
Familiarity with VPN and endpoint security tools (e.g., disk encryption)
Experience with endpoint management tools (e.g., SCCM) preferred
MacBook experience a plus
Exposure to ITSM platforms and self-service/knowledge base tools
Exposure to automation or AI-assisted support tools preferred
Special Working Conditions and Physical Demands
Prolonged use of computer monitor and telephone
Some travel may be required to support multiple business locations
Ability to handle multiple tasks simultaneously
Ability to adapt to changing priorities
Work within a controlled data center environment (Halon protected)
Ability to lift up to 50 lbs
Scheduled hours for this position are 9:00am to 4:45pm; non-traditional hours may be required on an emergency, pre-scheduled, or project basis
Additional Skills & Qualifications
Minimum of 3-5 years of IT experience
2. Bachelor's degree preferred
3. Working knowledge of O365, Windows 11, Active Directory
4. Application management with software as a service
5. Disk Encryption and VPN software a must
6. SCCM a plus
Job Type & Location
This is a Contract to Hire position based out of Malvern, PA.
Pay and Benefits
The pay range for this position is $20.00 - $24.00/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 Malvern,PA.
Application Deadline
This position is anticipated to close on Apr 18, 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.