Tier 1 Help Desk

Mac OS Tooling Zendesk Phishing Operations Management CompTIA A+ Encryption Data Security Prioritization Issue Tracking Knowledge Base Security Tools Customer Service Slack (Software) Google Workspace Operating Systems Technical Support Help Desk Support Business Valuation Security Awareness Single Sign-On (SSO) Escalation Procedures Full Stack Development Azure Active Directory Collaborative Software Infrastructure Security Business Transformation Configuration Management Self Service Technologies Verbal Communication Skills Software As A Service (SaaS) Virtual Private Networks (VPN) CompTIA IT Fundamentals (ITF+) Zoom (Video Conferencing Tool) Troubleshooting (Problem Solving) Graphic And Intelligence Based Script Technology (GIST), The GIST IT Helpdesk is the front line for supporting end users with secure, reliable access to our tools, data, and devices. The team manages access to company systems, laptops, and core collaboration platforms (e.g., Google Workspace, Slack, Zoom, Freshservice, JumpCloud) with a strong focus on access minimization and security best practices., As an IT Helpdesk Support Contractor, you are an early-career IT professional focused on learning and executing well-defined, foundational support tasks under close guidance. You will:

Handle basic, clearly scoped incidents and service requests via email, chat (Slack), and support tickets (Freshservice), following established runbooks

Support account lifecycle operations (onboarding, offboarding, access changes) across key SaaS tools via JumpCloud and related systems

Contribute to the security and stability of our environment by applying standard procedures for access, device, and account protection

Key Responsibilities

End-User Support & Ticket Handling

Serve as a first-line point of contact for IT-related issues and requests.

Log, categorize, and prioritize tickets accurately, escalating to senior helpdesk or infrastructure engineers when needed.

Resolve basic / well-defined issues such as:

Password resets and SSO access issues

Standard software install/uninstall requests

Basic troubleshooting for Google Workspace, Slack, Zoom, and other standard tools

Follow documented troubleshooting steps and escalation procedures consistently, keeping users informed of the ticket status.

Access Management & Identity

Process standard access requests for company tools following least-privilege and access-minimization principles.

Use JumpCloud and other IAM tooling to:

Provision/deprovision users

Assign/remove application access

Enforce MFA and basic security controls

Validate approvals (manager + application owner) before granting access and document changes in Freshservice.

Device & Endpoint Support

Support laptop setup and configuration for new hires (OS configuration, management agent enrollment, security tools, core applications) in line with IT and security standards.

Perform basic endpoint troubleshooting (performance issues, connectivity, common application errors).

Ensure devices stay compliant with security baselines (disk encryption, screen lock, OS patch level) and flag deviations for remediation.

Documentation & Knowledge

Follow existing knowledge base articles in Bloomroom IT Helpdesk and contribute updates for common issues and workflows.

Document resolutions and workarounds clearly in tickets to support future self-service and reduce repeat incidents.

Participate in internal reviews of runbooks and SOPs, suggesting improvements based on recurring issues you see.

Collaboration & Security Culture

Collaborate with Infrastructure, Security Operations, and Workplace Experience/People teams on onboarding, offboarding, and tooling changes.

Reinforce security awareness with users (e.g., phishing, account sharing, strong passwords, reporting suspicious activity).

Escalate any suspected security incidents promptly to the SOC or security team as per defined procedures.

02 years of experience in an IT Helpdesk, Service Desk, or technical support role in a corporate or MSP environment (internships and part-time roles welcome).

Basic understanding of:

Operating systems (Windows and/or macOS)

Networking fundamentals (Wi-Fi, VPN, basic connectivity troubleshooting)

SaaS concepts and SSO/identity providers

Strong customer service orientation with clear, professional written and verbal communication in English.

Demonstrated ability to follow runbooks and procedures accurately, asking for help when issues are unclear or out of scope.

Proven interest in IT (coursework, certifications, labs, side projects, or prior support experience).

Preferred Qualifications

Exposure to or interest in:

Google Workspace, Slack, Zoom, and other modern collaboration tools

Ticketing tools such as Freshservice, Zendesk, or ServiceNow

Identity and access management solutions (e.g., JumpCloud, Okta, Azure AD SSO)

Basic awareness of information security concepts (least privilege, MFA, phishing, secure data handling).

Entry-level certifications a plus (e.g., CompTIA A+, ITF+, Google IT Support, or similar).

Skills

Help desk support, Help desk, Support, Customer service, Service desk, Ticketing system, mac, windows, slack, zoom, Troubleshooting

Top Skills Details

Help desk support,Help desk,Support,Customer service,Service desk,Ticketing system,mac,windows,slack,zoom,Troubleshooting, 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.

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., Were 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. Were 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. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were 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.