Service Desk Technician

Description

Hybrid Role 2 Days onsite

• Service Desk is responsible for providing first tier support to all end-users of the enterprise. Because the Service Desk is the end-user's first point of contact standard, all Service Desk staff must have a basic understanding of technical and systems issues as well demonstrated competence using knowledge tools and the Service Desk Information System.
• Once issues are assessed and identified, the Service Desk either resolves or forwards to the appropriate downstream resource for further analysis and resolution.
• First tier issues typically fall into categories of device, software, network or telecommunications and are readily resolved with tools or expertise. Service Desk staff are expected to manage incidents, requests and tasks utilizing available tools.
• Understanding and upkeep of the knowledge documentation is a critical function of Service Desk and all such documentation for support of technology and systems resides in a common catalogue.
• Changes to support processes, contact information, restructuring of roles and positions that impact problem solving/resolution, vendor changes all require updates to documentation.
• Additionally, when new systems, functions or features are made available or are in use by the end-user community, the Service Desk must have documentation that describes the change and the support process and resources assigned to it.
• This ensures the proper handling of issues and questions when users request assistance through the Service Desk and Information Services as a whole. The Service Desk has the best handle on an issue in terms of the level of scope because of the monitoring of end-user communication received throughout the various areas of the organization.
• As such, Service Desk staff are relied upon to provide details related to incident management regarding overall impact of issue, the nature of the issue, and whether recovery attempts are successful. Staff are expected to gather information, summarize, and work with leadership to communicate updates as needed to the end-user community so that appropriate planning for downtime or systems interruption can occur.
• They work within the incident management process with the goal of restoring services as soon as possible with the appropriate parties.
• The Service Desk Analyst provides all of the core, essential services of the MemorialCare Service Desk function.
• Their primary role is to resolve Tier 1 requests, tasks, and incidents in a timely fashion as well as provide escalation of unresolved problems, incidents, requests, and issues to the appropriate Tier 2 and Tier 3 individuals and teams.
• The Service Desk Analyst is expected to have a basic understanding of common end-user issues involving devices, software, network, and telecommunications systems and equipment.
• The knowledge base of the Technician allows for resolve, triage, escalation, documentation, communication, and tracking of issues and systems events.
  
  

Skills

help desk, service desk, troubleshooting, windows 10

Top Skills Details

help desk,service desk,troubleshooting,windows 10

Additional Skills & Qualifications

Demonstrate attention to detail and provide technical assistance/support for desktops, laptops, servers, network connectivity, business applications and voice-over-IP telephone systems.

• Resolves Service Desk Tier 1 incidents, or escalates Tier 2 and 3 support incidents to the appropriate resource or team.
• Breaks down reported incidents into smaller parts, and understands how to resolve or escalate to downstream resources for resolution.
• Documents incidents, requests, tasks and other end-user needs accurately, succinctly and within established Service Level Agreements (SLAs).
• Understands, maintains, and follows standard Service Desk operating procedures.
  
  

Minimum three (3) years' experience with support of PC hardware, Windows OS, and standard desktop applications.

• Proven basic job knowledge of systems through prior work experience or education.
• Proven ability to assess and adjust assistance as necessary based on end-user's technical competence and understanding of reported issue.
• Established ownership and responsibility of a task from start through successful resolution.
• Demonstrated competence in Service Desk related operations, workflows, applications, and IT systems as well as a general understanding of business-related processes and procedures.
• Demonstrated use of effective oral, written, interpersonal and other communication skills to achieve established goals.
• Proven ability to gather data regarding reported problems, prepare detailed notes and reports, and resolve Service Desk Tier 1 problems.
• Proven ability to collaborate with team members internal and external to the Service Desk to resolve issues.
• Developed excellent time management skills, with the competence, experience, and knowledge to meet established timeframes for SLAs.
• Demonstrated effective customer service skills to de-escalate situations as needed and provides for positive end-user experiences.
  
  

Experience Level

Intermediate Level

Job Type & Location

This is a Contract position based out of Fountain Valley, CA.

Pay And Benefits

The pay range for this position is $26.00 - $28.00/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 hybrid position in Fountain Valley,CA.

Application Deadline

This position is anticipated to close on Dec 19, 2025.

>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.