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IT Service Desk Technician - TEKsystems c/o Allegis Group
Systems Engineer
Provide fast, high‑volume technical support for end‑users, handling incidents, requests, and escalations across Windows environments while delivering excellent customer service and documenting solutions.
About the role
Key Responsibilities
- Respond to inbound calls, emails, and chat requests, diagnosing and resolving hardware, software, and network issues for end‑users.
- Manage incident tickets in a ServiceNow (or similar) platform, ensuring accurate documentation and timely closure.
- Perform user account administration, including password resets, group membership changes, and access provisioning in Active Directory.
- Support Windows desktop and laptop environments, including OS imaging, software installations, and patch management.
- Escalate complex problems to senior support tiers while maintaining clear communication with users.
- Identify recurring issues and contribute to knowledge‑base articles to improve support efficiency.
Requirements
- 2+ years of experience in a help‑desk or IT support role, preferably in a high‑volume environment.
- Strong knowledge of Windows operating systems, Active Directory, and Microsoft Office Suite.
- Proficiency with ticketing systems (e.g., ServiceNow, JIRA) and remote support tools.
- Excellent verbal and written communication skills with a customer‑focused attitude.
- Ability to prioritize multiple requests, work under pressure, and adapt to evolving technologies.