Service Desk Technician

TEKsystems•Town/Village of Harrison, NY

9d•$18 - $23•Onsite

About The Position

This temporary Service Desk Technician role supports a centralized technology service desk that provides infrastructure, telecommunications, systems, and end-user support for multiple school districts. You will help manage a significant increase in support volume during the start of the school year by answering, triaging, and escalating calls, while delivering exceptional customer service in a fast-paced, high-stress environment.

Requirements

Experience answering and escalating a large volume of phone calls in a service desk or call center environment.
Proven ability to work effectively in a high-stress, fast-paced support setting.
Background within an IT troubleshooting environment, including basic understanding of end-user support.
Exceptional customer service skills and professional phone presence.
Strong verbal and written communication skills for interacting with end users and internal teams.
Ability to perform basic remote support, including password resets and simple issue resolution.
High attention to detail when handling tickets, documenting issues, and following processes.
Professional demeanor and the ability to remain calm, courteous, and helpful with all users.

Nice To Haves

Experience supporting PC moves, setups, deployments, and migrations.
Prior experience working within a structured service desk team.
Interest in gaining exposure to enterprise-level infrastructure technologies.
Motivation to grow into longer-term or expanded roles within a larger technology organization.

Responsibilities

Answer a high volume of incoming service desk calls from end users during the busy back-to-school period.
Accurately log, categorize, and prioritize tickets as they come into the service desk.
Escalate calls and tickets to appropriate service desk analysts and field staff in a timely and organized manner.
Direct large volumes of calls to the correct teams while maintaining a calm and professional phone presence.
Provide light troubleshooting support for common issues such as basic PC problems, moves, setups, deployments, and migrations.
Assist users with remote support needs, including password resets and basic access issues.
Communicate clearly and effectively with end users to understand issues, set expectations, and provide status updates.
Collaborate closely with internal team members to ensure appropriate service levels and timely resolution of incidents.
Maintain attention to detail when documenting issues and following established procedures.
Work effectively in a high-stress environment while remaining organized, courteous, and focused on customer satisfaction.