Service Desk Technician

TEKsystems • Catonsville, MD

3d • $20 - $20 • Hybrid

About The Position

We are seeking a customer-focused Tier 1 Service Desk Analyst to join a managed services support team. This role serves as the first point of contact for end users and provides technical assistance through phone, email, chat, and ticketing channels. The analyst troubleshoots common technical issues, documents interactions in the ticketing system, follows customer-specific processes, and escalates complex issues when required.

Requirements

• Customer service experience.
• Experience providing phone, email, and chat support.
• Basic Windows troubleshooting skills.
• Microsoft Office / Microsoft 365 support experience.
• Ticket documentation experience.
• Strong verbal and written communication skills.
• Ability to follow processes and escalate appropriately.

Responsibilities

• Serve as the first point of contact for end users.
• Provide technical assistance through phone, email, chat, and ticketing channels.
• Troubleshoot common technical issues.
• Document interactions in the ticketing system.
• Follow customer-specific processes.
• Escalate complex issues when required.

Benefits

• Medical, dental, and vision coverage, if eligible.
• Critical Illness, Accident, and Hospital coverage, if eligible.
• 401(k) Retirement Plan with pre-tax and Roth post-tax contributions available, if eligible.
• Voluntary life insurance and AD&D for the employee and dependents, if eligible.
• Short- and long-term disability coverage, if eligible.
• Health Spending Account (HSA), if eligible.
• Transportation benefits, if eligible.
• Employee Assistance Program, if eligible.
• Time Off/Leave, including PTO, vacation, or sick leave, if eligible.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed