Service Desk Technician I – Onsite in Odenton

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

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.