Sr. Help Desk Technician

Description

The Senior Computer Help Desk Technician provides Tier 1 and Tier 2 end-user support for personnel in Norfolk, VA. This role is responsible for incident intake, tracking, resolution, and documentation, as well as desktop/laptop system support and computer image deployment across classified and unclassified environments. The position supports mission-critical operations and requires strong customer service skills, technical troubleshooting expertise, and strict adherence to Government incident management, configuration, and security requirements.

Responsibilities

• Serve as a primary point of contact for user-reported IT incidents, service requests, and technical issues.

• Log, track, update, escalate, and close tickets using Government-directed incident handling and trouble ticketing systems.

• Ensure all incidents are documented accurately and in accordance with response and escalation timelines defined in the PWS.

• Maintain compliance with incident metrics, including ticket assignment, resolution, and documentation standards.

• Provide regular updates to users and escalate unresolved or priority issues as required.

• Support preparation of incident metrics and data inputs for Monthly Status Reports (MSRs).

• Provide Tier 1 and Tier 2 support for unclassified and classified desktop and laptop systems.

• Install, configure, deploy, maintain, troubleshoot, and remove end-user systems and peripherals.

• Perform touch maintenance on IT equipment, including printers, scanners, and approved network peripherals.

• Respond to on-site user support requests within established service-level timelines.

• Replace unserviceable equipment within required response windows.

• Ensure proper hand receipts and property accountability documentation for all issued or replaced equipment.

• Assist in deploying and maintaining approved baseline computer images.

• Load, refresh, and reimage systems using Government-approved images.

• Support maintenance of a local image library and ensure systems meet security certification requirements.

• Coordinate with service providers and system administrators to apply updated images and patches.

• Support testing and deployment of updated images within required timelines.

Skills

Troubleshooting, Windows, security clearance, comptia a+, ITIL, Ticketing systems

Top Skills Details

Troubleshooting,Windows,security clearance

Additional Skills & Qualifications

• Experience supporting DoD or federal government IT environments

• Experience supporting SIPRNet and NIPRNet users

• Familiarity with ITIL-based incident management processes

• Experience supporting classified systems or secure facilities

• CompTIA A+, Network+, or equivalent certifications

Experience Level

Expert Level

This is a Contract to Hire position based out of Norfolk, VA.

The pay range for this position is $30.00 - $38.00/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)

This is a fully onsite position in Norfolk,VA.

This position is anticipated to close on Mar 12, 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.

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.