Service Desk Technician

TEKsystems; Odenton (MD); On-site; USD 48,216 - 59,236; Full time

Job summary

TEKsystems in Odenton, MD is seeking a junior service desk specialist to handle password resets, phone support, hardware/software break-fix, AD, and account access. This contract role is fully onsite in Odenton, MD, with an emphasis on customer service and basic IT troubleshooting to resolve incidents at first contact.

You will document incidents, escalate to Tier II/III when needed, and work with Windows environments and common applications.

Qualifications

• Provides first contact and incident resolution to customers with hardware, software, and application problems.
• Documents incident status and solutions in incident database tools.
• Possesses working knowledge of computers, printers, laptops, and common Windows applications.
• Handles Tier II issues with telephone assistance.
• Provides answers to FAQs or solutions to common problems.

Responsibilities

• Provide first contact support and resolve incidents or escalate to Tier II/III as needed.
• Deliver polite, friendly customer service during support interactions.
• Document incident status and resolutions in incident tracking systems.
• Assist with password resets, AD, account access, and hardware/software issues.
• Escalate complex problems to appropriate Tier II/III resources.

Skills

Customer service

Incident resolution

Hardware support

Password resets

Job description

Description

We are in search of a junior level service desk specialists to perform within password resets, answering phone calls, hardware/software break fix, installations, AD, account access, etc.

Responsibilities

• Provides first contact and incident resolution to customers with hardware, software, and application problems. Includes both customer telephone support as well as electronically submitted requests
• Provides polite and friendly customer service
• Attempts to resolve as many incidents during the first contact, or at Tier I. Efficiently escalates incidents to higher Tier II or Tier III when required
• Documents incident status and solutions in incident database tools.
• Possesses current working knowledge of computers, printers, laptops, and common windows applications
• Works through various types Tier II issues with telephone assist
• Provides answers to Frequently Asked Questions or solutions to common problems a

Job Type & Location

This is a Contract position based out of Odenton, MD.

Pay and Benefits

The pay range for this position is $35.00 - $43.00/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 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 Odenton,MD.

Application Deadline

This position is anticipated to close on Aug 6, 2026.

Equal Opportunity Statement

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.

Legal Compliance

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.