Helpdesk Support Analyst

TEKsystems; Cockeysville (MD); Hybrid; USD 50,000 - 60,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan

Pre-tax contributions

Roth post-tax contributions

Life Insurance (Voluntary Life & AD&D)

Short and long-term disability

Health Spending Account (HSA)

Employee Assistance Program

Time Off/Leave

Job summary

TEKsystems in Cockeysville, MD is seeking a customer-focused Support Technician I to provide first-level technical support to clients, including hardware, software, networking, VPN, and connectivity issues, via phone, email, remote assistance, and occasional on-site visits.

You will diagnose, troubleshoot, test, and resolve problems, perform remote installations, manage service tickets, and keep clients informed throughout resolution.

Qualifications

• Strong technical troubleshooting skills and excellent customer service.

Responsibilities

• Provide Level 1 technical support for hardware, software, network, and connectivity issues.
• Diagnose, troubleshoot, test, and resolve technical problems.
• Perform remote software installations, system updates, configurations, and technical support.
• Troubleshoot network connectivity, VPN, and wireless networking issues.
• Create, prioritize, document, and manage service tickets through resolution.
• Self-dispatch tickets based on urgency and client impact.
• Use monitoring tools to proactively identify system and network issues.
• Maintain accurate documentation of client environments, troubleshooting steps, and solutions.
• Keep clients informed throughout the troubleshooting and resolution process.
• Provide basic end-user training for common hardware and software tasks.
• Provide occasional on-site support when remote troubleshooting is insufficient, which may include visits to client locations or residences.

Skills

Customer service

Technical troubleshooting

Job description

We are seeking a customer-focused Support Technician I to provide first-level technical support to clients. This position will troubleshoot hardware, software, network, VPN, wireless, and connectivity issues through phone, email, remote assistance, and occasional on-site support.

Responsibilities

• Provide Level 1 technical support for hardware, software, network, and connectivity issues.
• Diagnose, troubleshoot, test, and resolve technical problems.
• Perform remote software installations, system updates, configurations, and technical support.
• Troubleshoot network connectivity, VPN, and wireless networking issues.
• Create, prioritize, document, and manage service tickets through resolution.
• Self-dispatch tickets based on urgency and client impact.
• Use monitoring tools to proactively identify system and network issues.
• Maintain accurate documentation of client environments, troubleshooting steps, and solutions.
• Keep clients informed throughout the troubleshooting and resolution process.
• Provide basic end-user training for common hardware and software tasks.
• Provide occasional on-site support when remote troubleshooting is insufficient, which may include visits to client locations or residences.

Ideal Candidate

The ideal candidate brings strong technical troubleshooting skills, excellent customer service, clear communication, and the ability to manage multiple support requests while maintaining accurate documentation.

Job Type & Location

This is a Permanent position based out of Cockeysville, MD.

Pay And Benefits

The pay range for this position is $50000.00 - $60000.00/yr.

• 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)
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Workplace Type

This is a hybrid position in Cockeysville,MD.

Application Deadline

This position is anticipated to close on Oct 31, 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

Were 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. Were 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. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were 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.