Service Desk Technician

TEKsystems•Erie, PA

12d•$10 - $50•Onsite

About The Position

The Service Desk Technician is responsible for delivering first-line technical support to company employees and agents. This role provides high-quality customer service through both phone-based and walk-up (TechLink) support, ensuring timely resolution of IT issues, efficient ticket management, and proper handling of end-user equipment. The technician plays a critical role in maintaining operational efficiency by troubleshooting, configuring, and supporting IT systems and hardware.

Requirements

Strong customer service and communication skills
Basic knowledge of hardware, software, and IT troubleshooting
Experience with ticketing systems and service desk operations
Ability to manage multiple tasks and prioritize effectively
Team-oriented with a proactive, problem-solving mindset

Responsibilities

Answer inbound support calls and provide timely, professional assistance
Deliver technical support to employees and agents
Initiate outbound calls when necessary for follow-ups or issue resolution
Provide exceptional customer service with clear communication and user-focused solutions
Perform break/fix troubleshooting and diagnosis of IT equipment and systems
Identify, analyze, and resolve hardware and software issues
Escalate complex technical problems when appropriate
Provide end-user orientation and basic training on IT equipment and systems
Assist users in understanding standard tools, processes, and best practices
Deliver in-person support services in TechLink locations as applicable
Assist users with immediate technical needs in a walk-up environment