Helpdesk Support Specialist

TEKsystems; West Des Moines (IA); Remote; USD 60,000 - 80,000; Full time

Job summary

A leading technology services provider is seeking a Service Desk Agent for a fully remote position. This role involves managing a ticketing queue and troubleshooting various technical issues. The ideal candidate should have some technology experience and strong customer service skills. The position offers a pay rate of $20/hr and various benefits. Training will be provided to ensure agents are fully prepared for their responsibilities.

Benefits

Medical, dental & vision benefits

401(k) Retirement Plan

Life Insurance

Employee Assistance Program

Paid Time Off

Qualifications

• 12-24 months of previous technology experience in a Service Desk environment.
• Strong phone customer service skills are essential.
• Attendance and reliability are important.

Responsibilities

• Manage a ticketing queue and troubleshoot employee issues.
• Handle inbound calls and chats for credential administration and computer setup.
• Use existing knowledge base to find solutions.

Skills

Customer service skills

Proficiency in Microsoft products

Knowledge of Active Directory

Problem-solving

Ability to work in a fast-paced environment

Job description

Overview

Agents will be trained on the internal tools, systems, processes and will be responsible for managing a ticketing queue and helping troubleshoot issues that the employees are experiencing. Types of calls could include: password resets, server issues, VPN/connection issues, Outlook, specific application issues, etc.

The first week of the role will involve agents going through compliance courses, the second week is a 1 week instructor-led virtual training. After training is over agents will move into their designated shifts and start taking phone calls. During this time they will have support from managers and employees to answer questions and provide on the job training until they are comfortable.

Required qualification: Commitment to work through the contract end date. 12-24 months of previous technology experience in a similar Service Desk environment or equivalent experience.

Responsibilities and Required Skills

• Taking inbound phone calls and chats to provide basic to complex credential administration/password, computer setup and configuration.
• Ability to use existing knowledge base content to search for known solutions and implement workarounds.
• Follow directions and be able to process large amounts of information in a customer-focused, friendly manner in a fast-paced, high-volume environment with strong communication skills.
• Demonstrate proficiency through efficient triage of problems, effective use of solutioning tools, and use of escalation processes to resolve or escalate incidents requiring subject matter experts.
• Common call/chat types include encryption passwords and Active Directory passwords, remote access questions for a primarily work-from-home customer base, software installs, printer setup and other peripherals.
• Knowledge of and ability to troubleshoot general Microsoft software products (Windows 10, Windows security updates/patching, O365, Outlook, Teams). Additionally knowledge of Virtual Desktop Infrastructure and support of Mobile Devices (iPhones and/or Androids).

Experience and Qualifications

• Attendance and reliability are very important for this role.
• Agents will start in a structured training model and then switch into their designated shift times, so they must be flexible with working hours while getting up and running.
• Strong phone customer service skills.
• Experience Level: Entry Level

Pay, Benefits and Work Arrangement

The pay range for this position is $20.00 - $20.00/hr. 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:

• 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 remote position.

Application Deadline: This position is anticipated to close on Oct 8, 2025.

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.