Description
-Provides direct technical support and assistance to end-users over the phone, in person, and or remotely
-Manages and handles all escalated tickets from Level 1, identifies the best solutions based on information provided by customers
-Provides in depth technical support; diagnose and resolve problems ranging from Tier 1 -3 type issues. Troubleshoots applications, errors, and operating systems (Windows 10). Mitigates and handles system viruses, malware, spyware, and adware. Hardware component replacement and use of system imaging software to create and load images.
-Proactively monitors and identifies trends and behaviors in systems support and addresses the findings or escalates to other IT team resources
-Supports audio/visual systems (TVs, projectors, etc.), and video teleconference systems (VTC)
-Contributes to timely and accurate communications with other parts of the organization regarding IT
-Acts as the escalation line of support for complex IT support issues from helpdesk staff, employees, and team members
-Monitors, manages, and tests desktop system backups
-Processes new hires, employee changes, and separations, including network and telephone account creations/modifications and coordination of equipment configuration and installation
-Receives and tracks hardware assets according to policy and processes equipment delivery/shipping as needed
-Ensures that all assigned tasks are completed in a manner that meets regulatory requirements and updates or creates procedures to address any potential issues
-Requires traveling to all corporate and remote sites for handling outstanding and reported issues. May occasionally need to travel to other locations within the US.
-This position requires the ability to provide on-site coverage during business hours, 8 AM to 5 PM EST (M-F), and remote coverage as needed.
-Performs other duties as assigned
Knowledge, Skills, and Abilities
-Excellent oral and written communication skills
-Good knowledge and support of SCCM, Microsoft Exchange Online, Skype for Business, Office 365, and SharePoint Online
-Understanding of Windows OS support tasks (2008 - 2016 & 7 - 10), setting up OS on a new unformatted hard drive and/or RAID controller
-Command of how to set up / configure network printers in a Windows print server environment, along with providing printer hardware support
-Knowledge of AD account management, group policies, DHCP, DNS, as well as centralized patch management for desktops and servers
-Able to trace phone and network patch cables to wall jacks and/or connectivity devices and use phone & network wiring continuity testers
-Able to follow other specific troubleshooting steps and continuously update and create additional knowledge articles
-Ability to manage several high-priority, fast-paced activities within required timelines without sacrificing quality
-Ability to work independently with minimal supervision but seek appropriate involvement from other team members or management regarding complex issues beyond the position's scope.
Preferred Qualifications
-Familiarity with GAMP practices or similar risk-based compliance guidelines
-IT and or Service Desk certifications a plus to include (A+, Network+, Microsoft, ITIL)
Skills
Desktop, Support, Windows 10, Active directory, Help desk support, Imaging, Service desk, Office 365, Windows, Customer service, Help desk, Hardware, Technical support, Deployment
Additional Skills & Qualifications
1. Hardware support, component replacement & configuration of Windows network printers
2. Experience providing support to VIP/priority customers
3. ServiceNow ticketing system
Job Type & LocationThis is a Contract position based out of Rockville, MD.
Pay and BenefitsThe pay range for this position is $25.00 - $32.00/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 TypeThis is a fully onsite position in Rockville,MD.
Application DeadlineThis position is anticipated to close on Sep 14, 2026.
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.
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.
