Level 1 IT Help Desk

TEKsystems; Menasha (WI); On-site; USD 57,308,000 - 74,501,000; Full time

Job summary

TEKsystems in Menasha, WI is seeking a contract Help Desk Technician to deliver first-level technical support for end users. You will troubleshoot Windows, Microsoft 365, AD, hardware, and peripherals, while logging and managing incidents in the ITSM system.

You will prioritize requests, follow documented procedures, and escalate when needed, maintaining ticket notes and ensuring timely resolutions. This onsite role emphasizes strong customer service and reliable attendance in a fast-paced

Qualifications

• Experience supporting Windows operating systems in an enterprise environment.
• Working knowledge of Microsoft 365, Active Directory, desktop hardware, and common peripherals.
• Experience utilizing an ITSM or ticketing platform to manage incidents and service requests.
• Excellent customer service, written and verbal communication abilities.
• Ability to manage multiple priorities in a fast-paced support environment.

Responsibilities

• Provide first-level technical support for end users via phone, email, chat, and ticketing systems.
• Troubleshoot and resolve issues related to Windows OS, Microsoft 365, AD, hardware, and peripherals.
• Log, track, update, and manage incidents and service requests in the ITSM system.
• Prioritize and triage multiple requests while meeting service levels.
• Follow documented support processes and knowledge base articles.
• Escalate complex issues with thorough documentation.
• Maintain detailed ticket notes and resolution documentation.
• Deliver excellent customer service through professional communication.
• Monitor ticket queues to ensure prompt response and resolution.
• Maintain dependable attendance and adherence to schedules.

Skills

Windows support

Microsoft 365

Active Directory

ITSM

Troubleshooting

Customer service

Prioritization

Procedures

Job description

Position Overview

We are seeking a customer-focused Help Desk Technician to provide first-level technical support for end users in a fast-paced environment. This individual will be responsible for troubleshooting hardware, software, and access-related issues, ensuring timely ticket resolution, and delivering an excellent customer experience. The ideal candidate has experience supporting Microsoft technologies, managing tickets within an ITSM platform, and following established support procedures.

Key Responsibilities

• Provide first-level technical support for end users via phone, email, chat, and ticketing systems.

• Troubleshoot and resolve issues related to Windows operating systems, Microsoft 365 applications, Active Directory, desktop hardware, and peripherals.

• Log, track, update, and manage incidents and service requests within the organization's ITSM/ticketing system.

• Prioritize and triage multiple support requests while maintaining service level expectations.

• Follow documented support processes, knowledge base articles, and standard operating procedures.

• Escalate complex or out-of-scope issues to appropriate support teams with thorough documentation.

• Maintain accurate and detailed ticket notes, troubleshooting steps, and resolution documentation.

• Deliver exceptional customer service through professional verbal and written communication.

• Monitor ticket queues to ensure prompt response and resolution times.

• Maintain dependable attendance and adherence to assigned work schedules.

Required Qualifications

• Experience supporting Windows operating systems in an enterprise environment.

• Working knowledge of Microsoft 365, Active Directory, desktop hardware, and common peripherals.

• Experience utilizing an ITSM or ticketing platform to manage incidents and service requests.

• Strong troubleshooting, problem-solving, and analytical skills.

• Excellent customer service, written communication, and verbal communication abilities.

• Ability to manage multiple priorities and work effectively in a fast-paced support environment.

• Ability to follow established procedures and recognize when escalation is required.

Performance Expectations

• Acknowledge new support tickets within 2 hours of submission.

• Escalate out-of-scope issues within 4 hours, ensuring all relevant troubleshooting and documentation are included.

• Maintain ticket documentation quality in accordance with organizational standards.

• Meet established attendance, reliability, and service-level expectations.

Job Type & Location

This is a Contract position based out of Menasha, WI.

Pay and Benefits

The pay range for this position is $20.00 - $26.00/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 fully onsite position in Menasha,WI.

Application Deadline

This position is anticipated to close on Sep 12, 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.