Level 1 IT Help Desk / Triage Technician

Help Desk Support Technician (Tier 1)

Position Overview

We are seeking a motivated IT Support Technician to join a fast-paced support environment providing Tier 1 technical assistance to end users. This role is ideal for someone with a strong customer service mindset who enjoys troubleshooting technical issues and helping users resolve hardware, software, and account-related problems.

The successful candidate will be responsible for responding to support requests, documenting incidents, resolving common technical issues, and escalating more complex problems to the appropriate support teams.

Key Responsibilities

• Provide first-level technical support to end users via phone, email, and ticketing systems.
• Troubleshoot and resolve common issues related to:
  • Password resets and account access
  • Microsoft 365 applications
  • Windows operating systems
  • Printers, peripherals, and desktop hardware
  • Software installations and configuration
• Create, update, and manage support tickets within the organization's ITSM/ticketing platform.
• Maintain accurate and detailed documentation of all troubleshooting steps and resolutions.
• Escalate issues outside Tier 1 support scope with complete documentation and troubleshooting notes.
• Prioritize and manage multiple support requests while meeting established service expectations.
• Work collaboratively with internal IT teams to ensure timely issue resolution.
• Follow established support procedures, policies, and escalation paths.
• Deliver exceptional customer service and maintain a professional demeanor when assisting users.

Required Qualifications

• 6 months to 2+ years of experience in a Help Desk, Service Desk, Desktop Support, or Technical Support role.
• Experience supporting Windows operating systems and Microsoft 365 applications.
• Familiarity with Active Directory, including password resets and basic user account administration.
• Experience using a ticketing or IT Service Management (ITSM) platform.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills.
• Strong customer service orientation and ability to work effectively with users of varying technical skill levels.
• Ability to prioritize workload and adapt in a fast-paced environment.

Preferred Skills

• Experience supporting remote and onsite users.
• Familiarity with ServiceNow or similar ticket management systems.
• Basic knowledge of networking concepts and endpoint support.
• Experience working within service-level agreements (SLAs).

Success Metrics

• Timely acknowledgment and resolution of support requests.
• Accurate and thorough ticket documentation.
• Consistent attendance and reliability.
• Effective escalation of issues when appropriate.
• High levels of customer satisfaction and professionalism.

Work Environment

• Fully onsite position, Monday through Friday.
• Standard business hours (8:00 AM - 5:00 PM).
• Collaborative team environment with opportunities to develop technical and professional skills.

Job Type & Location

This is a Contract position based out of Menasha, WI.

Pay and Benefits

The pay range for this position is $20.00 - $26.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

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 Menasha,WI.

Application Deadline

This position is anticipated to close on Sep 14, 2026.

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.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.