Help Desk Support

TEKsystems•Littleton, CO

8h•$27 - $29•Hybrid

About The Position

This is a fantastic opportunity to get your foot in the door with a highly respected financial services organization. The Technology Service Center (TSC) is often a launchpad into long-term IT careers, with many contractors moving into full-time or advanced IT roles within the organization. You’ll receive extensive enterprise-level training, work with modern tools, and support thousands of internal users across a wide range of technologies. The Technology Service Center consists of 84 agents (FTE + contractors) Supports thousands of internal employees Handles 800–1,100 calls per day Individual agents typically manage 10–30 calls per day Ticketing system: ServiceNow Applications supported range from Microsoft products to proprietary systems You’ll be the first point of contact for technical support, delivering fast, professional, and accurate solutions in a high-volume, metrics-driven call center environment. This is a 100% phone-based role.

Requirements

2–3 years of recent help desk or service desk experience
Strong troubleshooting skills across hardware, software, and applications
ServiceNow experience required
Excellent written and verbal communication skills
Strong analytical and problem-solving abilities
Professional demeanor at all times (supporting employees at all levels)
Comfortable working in a high-volume, metric-driven environment
Reliable, coachable, and detail-oriented
Identity & Access Management
Active Directory (user & access management)
Multi-Factor Authentication (MFA)
FIDO passkeys
Endpoint & Productivity Tools
Windows OS troubleshooting
Microsoft 365 / Microsoft Office
Adobe products
Device & Mobility
Mobile Device Management (MDM)
Virtual Environments
Citrix or virtual desktop environments
Application Support
Internal / proprietary applications
Web-based applications
Browser troubleshooting
Networking Fundamentals
VPN
Wi-Fi
TCP/IP
Peripheral Support
Printers and scanners

Responsibilities

Serve as frontline technical support for internal employees
Troubleshoot and resolve hardware, software, application, and connectivity issues
Clearly explain technical solutions to non-technical users with empathy and professionalism
Document issues, resolutions, and follow-ups accurately in ServiceNow
Maintain full ownership of tickets from creation through resolution
Use knowledge bases and internal tools to drive first-contact resolution
Assist users with: Account access and entitlements Online system requests Basic software installations
Perform initial diagnostics for hardware, software, VPN, Wi-Fi, and network issues
Escalate major issues, outages, or trends to leadership as needed
Accurately track work using required activity and time codes
Meet performance metrics including call quality, After Call Work (ACW), and schedule adherence