Help Desk Technician

Overview

Remote in Raleigh Area | First Week Onsite Training
The Service Desk team serves as the front-line support organization for a large public-sector environment. The team is responsible for account and password resets, user support, and acting as an escalation liaison for more complex technical issues. Call volumes can exceed 300 calls per day.
This role supports over 10,000 end users, providing assistance with internal applications, products, and programs. Team members are expected to work independently while leveraging internal knowledge articles and documentation. The first week consists of onsite training, followed by two weeks of shadowing and coaching with a senior team lead.
The team works 8-hour shifts within operating hours of 7:00 AM to 6:00 PM. The current need is for a 9:00 AM to 6:00 PM schedule; however, hours may vary and could include shifts such as 7:00 AM to 4:00 PM or 8:00 AM to 5:00 PM. Occasional weekend support may be required in the future.

Responsibilities

• Develop and maintain an understanding of internal applications and programs to provide effective technical support.
• Work independently to analyze customer needs and resolve technical issues.
• Manage time effectively, prioritize tasks, and meet established service levels.
• Communicate technical information clearly to non-technical users.
• Troubleshoot hardware, software, network, and desktop-related issues.
• Manage critical incidents, identify root causes, and assist in implementing solutions.
• Support end-user account and password reset requests.
• Provide guidance to users regarding basic desktop application functionality via phone and email.
• Follow established procedures while identifying and recommending routine problem resolutions.
• Verify user identity and gather relevant information to accurately document support requests.
• Enter and track incidents within the Service Now ticketing system.
• Monitor tickets to ensure customer service expectations are met.
• Distribute organization-wide communications regarding technology issues and service interruptions.

Required Skills

• Help Desk Support
• Technical Troubleshooting
• Service Now
• Customer Service
• Ticket Management

Qualifications

• Demonstrated ability to independently resolve routine and non-routine hardware and software issues.
• Ability to identify trends and recommend technical improvements to prevent recurring issues.
• Experience collaborating with end users and IT teams to resolve technical challenges and ensure customer satisfaction.
• Strong documentation skills with the ability to clearly communicate solutions.
• Ability to analyze technical and user documentation to provide effective support.
• Working experience with the Service Now ticketing and call-tracking system.

Experience Level

Intermediate
Job Type & Location
This is a Contract position based out of Raleigh, NC.
Pay and Benefits
The pay range for this position is $20.00 - $30.00/hr.
Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.
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 remote position.
Final date to receive applications
This position is anticipated to close on Aug 21, 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…