Helpdesk/Jira Service Admin

Role OverviewThe Help Desk & Jira Service Administrator serves as a key first point of contact for end users while also owning Jira ticket intake, triage, and service workflows. This role blends traditional desktop/help desk support in Windows and macOS environments with Jira Service Management (JSM) administration, documentation, and process improvement. The ideal candidate is customer‑focused, highly organized, and comfortable managing both technical issues and operational workflows.Key ResponsibilitiesEnd‑User SupportProvide Tier 1–2 help desk support for end users across Windows and Mac environments via phone, email, chat, and walk‑up requestsTroubleshoot hardware, software, and basic connectivity issuesSupport common business applications and productivity toolsAssist with new‑hire onboarding, device setup, and access requestsEscalate complex issues to appropriate technical teams when neededJira & Ticket AdministrationServe as primary owner of Jira ticket intake and triageMonitor ticket queues, prioritize requests, and route issues to the correct teamsEnsure tickets are properly categorized, documented, and resolved within SLA guidelinesMaintain Jira workflows, request types, and intake standards (as assigned)Act as a coordination point between end users and technical teamsDocumentation & ProcessCreate, update, and maintain SOPs, runbooks, and support documentationAuthor and manage knowledge base articles for common issues and processesAssist with identifying process gaps and recommending workflow improvementsPromote consistent ticketing and documentation standards across the support team Required Skills & Experience Experience providing help desk or desktop support in Windows and macOS environmentsHands‑on experience with Jira or Jira Service Management for ticket tracking and intakeStrong understanding of incident and request lifecycle managementBasic knowledge of user access concepts and system administration fundamentalsExcellent written and verbal communication skillsStrong attention to detail and documentation disciplineAbility to manage multiple requests and prioritize effectively in a fast‑paced environment Preferred / Nice To Have Experience administering Jira Service Management (workflows, queues, request types)Familiarity with Confluence or similar documentation toolsExposure to Active Directory, cloud identity platforms, or MDM toolsPrior experience blending IT support with operations or service management functionsIdeal CandidateEnjoys both hands‑on user support and behind‑the‑scenes process ownershipOrganized, dependable, and self‑directedComfortable acting as a central intake and coordination pointMotivated to improve systems, documentation, and service deliveryCommon Alternate Job Titles This Role Aligns WithJira Service AdministratorIT Support & Operations AnalystService Desk Analyst (Jira‑focused)ITSM Support Analyst Job Type & Location This is a Contract position based out of Cambridge, MA. Pay And Benefits The pay range for this position is $30.00 - $38.00/hr. Requirements 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 Cambridge,MA. Application Deadline This position is anticipated to close on May 9, 2026.h4>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.