Hybrid Help Desk Analyst: Fast, Customer-First IT Support

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

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.