Service Desk Specialist

This is a Contract to Hire position based in Redmond, OR.

Responsibilities

• Provides independent technical support to end users across a variety of hardware, software, and peripheral technologies.
• Logs, triages, prioritizes, and routes incidents and service requests according to documented procedures and impact/urgency.
• Maintains availability status within the ticketing platform to support efficient workload distribution.
• Installs, configures, and maintains computer systems, peripherals, and software applications.
• Performs user account support tasks, including password resets, account access issues, and multi-factor authentication.
• Handles unfamiliar issues by applying structured troubleshooting before escalation.
• Escalates complex or high-impact tickets appropriately, providing clear documentation of troubleshooting steps performed, relevant findings, and supporting materials.
• Independently handles device provisioning and deployment for end-user hardware following documented processes and checklists.
• Diagnoses and resolves standard to moderately complex hardware-related issues for end-user devices and peripherals.
• Maintains a customer-focused approach, using effective communication and de-escalation techniques to resolve issues professionally.
• Participates in an on-call rotation to perform designated support duties, respond to incidents, and resolve user issues.
• Provides support and troubleshooting for printers and print-related issues.
• Collaborates with other IT team members to support day-to-day operations and timely resolution of issues.
• Develops and maintains basic documentation and knowledge base articles related to common issues and resolutions.
• Documents support activities, solutions, and procedures clearly to support knowledge sharing and continuous improvement.

Requirements

• High school diploma or equivalent required; associate or bachelor’s degree in Information Technology, Computer Science, or a related field preferred, or equivalent professional experience.
• 2–4 years of experience in an IT support or service desk environment.
• Relevant industry certifications preferred but not required.
• Strong working knowledge of core IT concepts, including hardware, software, operating systems, peripheral devices, and standard business applications.
• Ability to provide independent first-level and initial second-level technical support, troubleshooting and resolving end-user issues in a timely, analytical, and solution-oriented manner.
• Foundational understanding of ITIL-based service management concepts.
• Experience with ServiceNow ticketing system and workflows, including incident logging, impact and urgency assessment, prioritization, escalation, and accurate documentation.
• Working knowledge of user account support, including password resets, account lockouts, and multi-factor authentication.
• Ability to install, configure, and support end-user devices, printers, and approved applications in accordance with organizational standards.
• Strong attention to detail with the ability to document troubleshooting steps, resolutions, procedures, and solutions clearly and accurately.
• Effective written and verbal communication skills, with the ability to explain technical information clearly to non-technical users.

Skills

• Customer-focused professional with the ability to interact in an approachable, empathetic, and respectful manner while building positive relationships with end users.
• Demonstrated reliability and accountability, including the ability to independently manage assigned work, follow documented processes, and meet established service level expectations.

Pay

The pay range for this position is $23.00 - $28.00/hr. Individual compensation offered within this range will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Benefits

If eligible, benefits for this temporary role may include:

• Medical, dental, and vision insurance
• Critical Illness, Accident, and Hospital insurance
• 401(k) Retirement Plan (pre-tax and Roth post-tax contributions available)
• Life Insurance (voluntary life and 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)

Schedule

• This is a fully onsite position in Redmond, OR.
• Includes participation in an on-call rotation.

About the Company

TEKsystems is a leading provider of business and technology services, helping clients activate ideas and solutions to take advantage of new opportunities. 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 partner with progressive leaders to drive change.