Service Desk Technician

Overview

We are seeking a customer-focused Help Desk / Technical Support Analyst to join a large enterprise IT support team. This role provides first-level technical support to a diverse user community and offers a unique opportunity to gain exposure to both service desk operations and data center/network infrastructure environments through cross-training.

The ideal candidate will have a strong foundation in help desk support, excellent customer service skills, and the ability to clearly document technical issues and resolutions.

Responsibilities

+ Provide first-level technical support via phone, email, and ticketing system.

+ Troubleshoot hardware, software, account access, and connectivity issues.

+ Perform password resets, printer troubleshooting, account support, and general desktop support.

+ Create, update, and escalate tickets as needed to desktop, systems, and infrastructure teams.

+ Support Windows, macOS, and UNIX/Linux-based environments.

+ Document issues, troubleshooting steps, and resolutions clearly and accurately.

+ Prioritize incoming requests and maintain service levels in a fast-paced environment.

+ Collaborate with technical teams to resolve more complex issues.

+ Participate in cross-training opportunities within infrastructure and data center operations.

+ Maintain a high level of customer satisfaction while supporting a large user population.

Required Qualifications

+ 2+ years of Help Desk, Service Desk, or IT Support experience.

+ Experience providing phone-based and remote technical support.

+ Strong troubleshooting skills involving:

+ Password resets

+ Printer connectivity

+ Windows desktop support

+ User account management

+ Basic networking/connectivity issues

+ Excellent customer service and communication skills.

+ Strong documentation and technical writing abilities.

+ Ability to multitask and work effectively in a high-volume support environment.

+ Experience working with ticketing systems.

Preferred Qualifications

+ Exposure to Windows, macOS, and Linux/UNIX environments.

+ Experience supporting large enterprise environments.

+ Familiarity with Active Directory, Office 365/Microsoft 365, and endpoint support.

+ Interest in networking, systems administration, or infrastructure technologies.

+ Experience working in higher education, healthcare, or other large user environments.

What We're Looking For

+ Strong customer-service mindset.

+ Excellent verbal and written communication skills.

+ Reliable, team-oriented professional with a positive attitude.

+ Someone who enjoys troubleshooting and solving technical problems.

+ Strong attention to detail and documentation practices.

+ Interest in expanding technical skills beyond traditional help desk support.

Why Apply?

+ Opportunity to support a large and diverse enterprise environment.

+ Exposure to service desk, infrastructure, and data center operations.

+ Collaborative team environment with mentorship opportunities.

+ Excellent opportunity for someone looking to grow their career in IT support, systems, networking, or infrastructure.

Job Type & Location

This is a Contract to Hire position based out of Rochester, NY.

Pay and Benefits

The pay range for this position is $20.00 - $25.00/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 onsite position in Rochester,NY.

Final date to receive applications

This position is anticipated to close on Oct 5, 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…