Service Desk Technician

Job Title

Provide advanced technical support for hardware, software, and network issues escalated from Tier 1. Troubleshoot and resolve incidents related to operating systems, applications, printers, mobile devices, and other IT services. Document solutions and contribute to the knowledge base to improve first-call resolution rates. Collaborate with other IT teams to resolve cross-functional issues. Perform root cause analysis and recommend long-term solutions to recurring problems. Assist in onboarding/offboarding processes including account setup, access provisioning, and device configuration. Monitor ticket queues and ensure SLAs are met for response and resolution times. Provide remote and on-site support as needed. Train and mentor Tier 1 technicians to improve team capabilities. Participate in IT projects, upgrades, and deployments. Maintain up-to-date knowledge of company products or services. Be responsive, reliable, and able to prioritize tasks efficiently. Work 40 hours a week, 8 hour shifts with great attendance and reliability. Image Windows and Mac laptops for enterprise use.

Customer Service Delivery – End User Support: Provide single point of contact (SPOC) for enterprise Service Desk via phone and email. Provide deskside assistance (physical and virtual) as needed. Provide Level 1&2 Operational support for the following services/platforms:

• Windows/MacOS
• Dell/Mac desktops, laptops, AIO's, mini form factors.
• Productivity Apps: O365 suite, Duo Mobile, Adobe, etc.
• Mobility Services: iPhone, iPad, Android, WiFi, etc.
• Printing Services: Canon MFP's.
• Voice Services: Five9
• Security services: Proxy, VPN, BitLocker, Computrace, NetSkope, Duo Mobile MFA.

Skills Service desk, Troubleshooting, Help desk, Help desk support, Customer service, Support, Active directory, Windows, Technical support, Ticketing system

Top Skills Details

Service desk, Troubleshooting, Help desk, Help desk support, Customer service, Support, Active directory, Windows, Technical support, Ticketing system

Additional Skills & Qualifications

Qualifications: Associate's or Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience). 2+ years of experience in IT support, with at least 1 year in a Tier 2 or similar role. Strong knowledge of Windows and macOS operating systems, Microsoft 365, Active Directory, Azure Intune and basic networking Experience with ticketing systems (e.g., ServiceNow) Excellent problem-solving and communication skills. Ability to work independently and manage multiple priorities. Certifications such as CompTIA A+, Microsoft certifications, or Network+ are a plus Preferred Skills: Experience with remote support tools (e.g., Remote Desktop and MS Teams). Familiarity with ITIL practices and service management frameworks. Scripting or automation experience (e.g., PowerShell) is a bonus. Understanding of cybersecurity principles and data protection.

Pay and Benefits

The pay range for this position is $17.00 - $20.00/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 Ann Arbor, MI.

Application Deadline

This position is anticipated to close on Aug 22, 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.