Service Desk Technician

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 (Tech Link) 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.
Key Responsibilities
Customer Support & Communication
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
Ticket Management
Accurately log, document, and manage incidents and service requests in ticketing systems
Ensure proper categorization, prioritization, and documentation of tickets
Maintain detailed records of troubleshooting steps and resolutions
Technical Troubleshooting & Support
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
IT Equipment Handling & Configuration
Receive equipment from the IT Asset Storeroom
Configure and prepare IT equipment for end-user deployment
Perform customer imaging processes and software installations
Inspect, clean, and test IT equipment to ensure readiness and reliability
Loaner Equipment & Inventory Support
Assign and distribute loaner equipment to end users
Track and manage loaner inventory and returns
Receive incoming IT equipment and supplies
End-User Support & Training
Provide end-user orientation and basic training on IT equipment and systems
Assist users in understanding standard tools, processes, and best practices
Walk-Up (Tech Link) Support
Deliver in-person support services in Tech Link locations as applicable
Assist users with immediate technical needs in a walk-up environment
Scope of Responsibilities
This role includes support for internal IT operations and services related to end-user hardware, software, and connectivity.

Preferred Qualifications
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
Skills
Help desk, Help desk support, Service desk, Customer service
Additional Skills & Qualifications
Must be willing to work onsite.
Hours will range between 6:00 AM - 6:00 PM for an 8 hour shift.
Job Type & Location
This is a Contract position based out of Erie, PA.
Pay and Benefits
The pay range for this position is $10.00 - $50.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Erie,PA.
Final date to receive applications
This position is anticipated to close on Aug 1, 2026.

About TEKsystems

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change.

That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed.

We're strategic thinkers, hands-on…