Service Desk Technician

Description

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 (TechLink) 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

• 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
• Accurately log, document, and manage incidents and service requests in ticketing systems
• Maintain detailed records of troubleshooting steps and resolutions
• 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
• 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
• Assign and distribute loaner equipment to end users
• Track and manage loaner inventory and returns
• Receive incoming IT equipment and supplies
• Provide end-user orientation and basic training on IT equipment and systems
• Aid users in understanding standard tools, processes, and best practices
• Deliver in-person support services in TechLink 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

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.

Requirements

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.

Application Deadline

This position is anticipated to close on Jul 27, 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.

About 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 collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities.

San Francisco Fair Chance Ordinance

Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.