Service Desk Specialist

TEKsystems•Redmond, OR

4d•$23 - $28•Onsite

About The Position

This position provides independent technical support to end users across a variety of hardware, software, and peripheral technologies. The role involves logging, triaging, prioritizing, and routing incidents and service requests, as well as maintaining availability status within the ticketing platform. Responsibilities include installing, configuring, and maintaining computer systems, peripherals, and software applications, along with performing user account support tasks such as password resets and access issues. The specialist will handle unfamiliar issues by applying structured troubleshooting before escalation, and independently manage device provisioning and deployment. A customer-focused approach with effective communication and de-escalation techniques is essential. The role also includes participating in an on-call rotation, providing support for printers, collaborating with other IT team members, and developing/maintaining documentation and knowledge base articles.

Requirements

High school diploma or equivalent.
2 - 4 years of experience in an IT support or service desk environment.
Customer-focused professional with the ability to interact in an approachable, empathetic, and respectful manner while building positive relationships with end users.
Demonstrated reliability and accountability, including the ability to independently manage assigned work, follow documented processes, and meet established service level expectations.
Strong working knowledge of core IT concepts, including hardware, software, operating systems, peripheral devices, and standard business applications.
Ability to provide independent first-level and initial second-level technical support, troubleshooting and resolving end-user issues in a timely, analytical, and solution-oriented manner, and recognizing when escalation is required.
Demonstrated foundational understanding or ITIL-based service management concepts.
Experience with ServiceNow ticketing system and workflows, including incident logging, impact and urgency assessment, prioritization, escalation, and accurate documentation.
Working knowledge of user account support, including password resets, account lockouts, and multi-factor authentication.
Ability to install, configure, and support end-user devices, printers, and approved applications in accordance with organizational standards.
Strong attention to detail with the ability to document troubleshooting steps, resolutions, procedures, and solutions clearly and accurately.
Effective written and verbal communication skills, with the ability to explain technical information clearly to non-technical users.

Nice To Haves

An associate or bachelor’s degree in Information Technology, Computer Science, or a related field is preferred, or equivalent professional experience.
Relevant industry certifications are preferred but not required.

Responsibilities

Provides independent technical support to end users across a variety of hardware, software, and peripheral technologies.
Logs, triages, prioritizes, and routes incidents and service requests according to documented procedures and impact/urgency.
Maintains availability status within the ticketing platform to support efficient workload distribution.
Installs, configures, and maintains computer systems, peripherals, and software applications.
Performs user account support tasks, including password resets, account access issues, and multi-factor authentication.
Handles unfamiliar issues by applying structured troubleshooting before escalation.
Escalates complex or high-impact tickets appropriately, providing clear documentation of troubleshooting steps performed, relevant findings, and supporting materials.
Independently handles device provisioning and deployment for end-user hardware following documented processes and checklists.
Diagnoses and resolves standard to moderately complex hardware-related issues for end-user devices and peripherals.
Maintains a customer‑focused approach, using effective communication and de‑escalation techniques to resolve issues professionally.
Participates in an on‑call rotation to perform designated support duties, respond to incidents, and resolve user issues.
Provides support and troubleshooting for printers and print‑related issues.
Collaborates with other IT team members to support day-to-day operations and timely resolution of issues.
Develops and maintains basic documentation and knowledge base articles related to common issues and resolutions.
Documents support activities, solutions, and procedures clearly to support knowledge sharing and continuous improvement.