Service Desk Analyst

We have an exciting opportunity for someone to join our growing team. This is a chance to enhance your skills and gain valuable experience.

The role requires the candidate to be on-site for two days a week at a corporate office of their choice, and they must have a consistent schedule. The Service Desk team consists of four members and is responsible for all service desk and 99% of desktop support tasks for the organization.

The role requires a higher level of technical ability than a Tier 1 Service Desk position. The daily workload comprises of 10-12 calls that have an average duration of 10 minutes each, with the rest of the time devoted to desktop support. Common service requests include account set-up and access granting. The role also involves ticketing, handling incidents, printer logic, and supporting manufacturing software and devices such as hand scanners.

The ideal candidate should have experience in Office 365 support, MDM (bonus if they have switched to Intune), HP Shop, Customer Service, and FreshService (ticketing system). Additionally, the candidate should be a good cultural fit for our small, tight-knit service desk team. The candidate should have a customer-focused mindset and be able to handle support-related emails, phone calls, and other electronic communications promptly.

You should be able to work in a fast-paced and constantly changing team environment and possess strong organizational skills with exceptional follow-through and attention to detail. The primary responsibilities of the role include being the primary point of contact for IT by responding to phone calls, emails, and personnel requests for technical support. You will be responsible for reviewing service desk ticket queues, documenting support, diagnostic activities, and escalating issues as required.

The candidate will also be responsible for promoting cross-team relationships with other IT support team members to facilitate timely responses and resolutions. The role requires the candidate to monitor progress and keep customers informed while providing excellent customer service. They will also assist in the installation, maintenance, and general support of desktops, laptops, mobile devices, printers, handheld scanners, and peripheral devices. It is also their responsibility to assist in the installation, maintenance, and general support of all IT approved software applications. The candidate must create and maintain documentation (knowledge) for installing and troubleshooting issues in specified areas of responsibility.

You will provide detailed personal advice and guidance to all users in the effective use of systems, products, and services available to them. We are looking for adaptable, flexible, and responsible individuals who can take on new responsibilities in a small team environment. This is a highly technical role, and the candidate must be able to troubleshoot effectively. If the candidate is used to following very strict and organized processes rather than troubleshooting, this position may not be the best fit for them. The required enterprise skills for this role include help desk support, customer service, support, troubleshooting, and Active Directory.

The job title for this role is Service Desk Analyst, and we are looking for someone with 2+ years of experience in a formal IT environment doing Service Desk and/or Desktop Support. Cultural fit is our top priority, and we are looking for a candidate who can effectively communicate with end-users in a tactful manner. The candidate should also have customer service experience or orientation.

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.