Tier 1 IT Helpdesk Support Specialist

TEKsystems; Catonsville (MD); On-site; USD 25,000 - 26,000; Full time

Benefits offered by this job

Medical, dental & vision

401(k) Retirement Plan - Pre-tax and R

Life Insurance (Voluntary Life & AD&D)

Short and long-term disability

Health Spending Account (HSA)

Transportation benefits

Employee Assistance Program

Time Off/Leave (PTO, Vacation or Sick)

Job summary

TEKsystems is seeking a customer-focused Tier 1 Service Desk Analyst for our managed services support team in Catonsville, MD. You will be the first point of contact through phone, email, chat, and ticketing, and you will troubleshoot common issues while documenting all interactions in the ticketing system.

This contract position in Catonsville, MD requires following structured processes in a high-volume service desk and escalating complex issues when needed, with a hybrid work setup and

Qualifications

• Experience with ITSM platforms such as ServiceNow or similar.
• Active Directory support experience.
• Password reset/account unlock capabilities.
• VPN troubleshooting knowledge.
• Remote desktop support tools experience.
• Understanding of ITIL concepts.

Responsibilities

• Serve as first point of contact via phone, email, chat, and ticketing.
• Troubleshoot common technical issues and document interactions in the ticketing system.
• Follow customer-specific processes and escalate complex issues as needed.

Skills

ITSM experience

Active Directory

Password reset

VPN troubleshooting

Remote desktop

ITIL knowledge

Certifications

Job description

TEKsystems is seeking a customer-focused Tier 1 Service Desk Analyst for our managed services support team in Catonsville, MD. You will be the first point of contact through phone, email, chat, and ticketing, and you will troubleshoot common issues while documenting all interactions in the ticketing system.

This contract position in Catonsville, MD requires following structured processes in a high-volume service desk and escalating complex issues when needed, with a hybrid work setup and