Service Desk Technician

TEKsystems•Frankfort, KY

11d•$19 - $23•Onsite

About The Position

The Service Desk Technician provides Tier 1 and Tier 2 technical support in a high‑volume environment, assisting a large and diverse end‑user base. This role involves handling phone and email requests, troubleshooting hardware and software issues, and supporting a wide range of desktop, network, and account‑related needs. The position requires strong customer service skills, excellent communication, and the ability to remain calm and professional under pressure.

Requirements

At least one year of experience in a help desk or desktop support role.
Strong customer service skills and a professional, patient demeanor.
Ability to communicate clearly, avoid confrontational language, and simplify explanations for non‑technical users.
Strong troubleshooting and critical‑thinking abilities.
Ability to work independently, take initiative, and remain trainable.
Reliable attendance and consistent adherence to schedule expectations.

Nice To Haves

Experience in a customer‑service‑focused environment.
Familiarity with desktop support (onsite and remote).
Knowledge of common operating systems and productivity applications.
Experience with account administration, password resets, and basic network tasks.
Ability to document issues clearly and multitask effectively.
Experience working in a call center or high‑volume support environment.
Ability to work as part of a collaborative, fast‑moving team.

Responsibilities

Provide technical support for desktops, laptops, applications, and user accounts.
Troubleshoot hardware, software, and connectivity issues with a focus on accuracy and efficiency.
Assist end users via phone, email, and remote support tools.
Reset passwords, manage user accounts, and support access‑related issues.
Document all interactions clearly and concisely in a ticketing system.
Follow established procedures for escalation and issue resolution.
Maintain professionalism and empathy when assisting frustrated or upset users.
Work effectively in a fast‑paced environment with consistently high call volumes.
Collaborate with team members to resolve complex issues and share knowledge.
Adapt to changing priorities, new technologies, and evolving support needs.
Perform additional duties as assigned, including occasional weekend support.