Help Desk Analyst

TEK Systems; Catonsville (MD); Hybrid; USD 25,000 - 26,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Life Insurance

Short and long-term disability

HSA

Transportation benefits

Employee Assistance Program

PTO/Vacation/Sick Leave

Job summary

TEKsystems in Catonsville, MD seeks a customer-focused Tier 1 Service Desk Analyst to join a managed services team. You’ll be the first contact for end users via phone, email, chat, and tickets, troubleshooting common issues and escalating complex cases.

Ideal candidates have strong communication, a customer-first mindset, and the discipline to follow structured processes in a high-volume environment. This temporary hybrid role offers benefits and competitive pay.

Qualifications

• Experience supporting end users via phone, email or chat.
• Ability to document interactions and follow IT processes.
• Familiar with standard ITSM concepts and ticketing workflows.

Responsibilities

• Be the first point of contact for end users in a hybrid service desk.
• Troubleshoot common technical issues and escalate when needed.
• Document all interactions in the ticketing system and track progress.
• Follow customer-specific processes in a high-volume environment.

Skills

Help desk support

Troubleshooting

Technical support

Education

ITIL understanding

CompTIA A+ or Microsoft certification

MSP or high-volume service desk experience

Tools

ServiceNow

Active Directory

Password reset/account unlock

VPN troubleshooting

Remote desktop support tools

Job description

Description

We are seeking a customer-focused Tier 1 Service Desk Analyst to join our managed services support team. This role will serve as the first point of contact for end users and will provide technical assistance through phone, email, chat, and ticketing channels. The analyst will troubleshoot common technical issues, document all interactions in the ticketing system, follow customer-specific processes, and escalate complex issues when required.

The ideal candidate has strong communication skills, a customer-first mindset, basic technical troubleshooting ability, and the discipline to follow structured processes in a high-volume service desk environment.

Skills

Help desk support, Troubleshooting, Technical support

Additional Skills & Qualifications

• ServiceNow or other ITSM platform experience
• Active Directory support
• Password reset/account unlock experience
• VPN troubleshooting
• Remote desktop support tools
• ITIL understanding
• CompTIA A+ or Microsoft certification
• MSP or high-volume service desk experience

Job Type & Location

This is a Contract position based out of Catonsville, MD.

Pay and Benefits

The pay range for this position is $18.00 - $19.00/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 hybrid position in Catonsville,MD.

Application Deadline

This position is anticipated to close on Sep 11, 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 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. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

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

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.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.