Hybrid Helpdesk Technician, Level 1 IT Support

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

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.