New

IT Service Desk Analyst

TEKsystems
$20.00 - $25.00 / hr
life insurance, sick time, 401(k), retirement plan
United States, Ohio, Cincinnati
Aug 01, 2025
Description The Service Desk Analyst is responsible for providing a single point of contact for all IT related user inquiries and issues. QUALIFICATIONS AND PREFERRED SKILLS Essential: * 3+ years' of Help Desk support experience providing technical support in a fast-paced enterprise environment. * Knowledge of computer hardware, software, and operating systems. * Experience troubleshooting and resolving technical issues. * Possess strong logic, problem solving, and reasoning skills. * Familiarity with Help Desk ticketing systems and customer support software. * Ability to provide courteous and efficient customer service. * Comfortable providing both in-person and remote deskside support. * Excellent communication skills, both written and verbal. * Ability to work independently and as part of a small team. * Technical aptitude and a willingness to continuously learn and stay updated on technology changes. * Understand ITIL concepts. * Experience supporting macOS in an enterprise environment and leveraging Jamf. * Experience Windows OS in an enterprise environment and leveraging Microsoft SCCM and Intune. * Advanced knowledge of Microsoft 365 / Office 365 suite of applications. * Experience supporting collaboration tools Microsoft Teams, Mural, Microsoft Teams Room devices (MTR's), Surface Hubs, etc. * Working knowledge and understanding of LAN/WAN networks. Skills Troubleshooting, Customer service, Help desk support, Technical support, Hardware, provisioning, sccm, Mac, Mac support, Office 365, Servicenow, Windows, Desktop Additional Skills & Qualifications This role will be responsible for, but not limited to the following: * In-person coverage of our Support Bar and/or Service Desk. The Service Desk Lead will coordinate coverage scheduling to ensure and prioritize customer service. * Assisting customers in moving their IT equipment. * Resolving problems and change consumables for multi-function printers. * Providing initial IT setup assistance to new starters, both in-person and via phone call or Teams call. * Providing 1st and 2nd line technical support for MS suite of products, laptops, mobile devices, printers, audio/visual, and telecommunication equipment. * Providing initial troubleshooting and follow-up to ensure problems are resolved in a timely fashion. * Assisting in the development of ServiceNow functionality and extending the Service catalog and FAQs. Continually train new Service Desk Analysts on problem resolution. * Ensuring calls are prioritized in order of urgency/impact to the business, allocate calls to internal teams and follow up to ensure SLA targets are achieved and the escalation process is followed at all times. * Displaying elevated working standards, ensuring own SLA targets are met at all times and collaboratively ensuring team targets are met. * Responding to satisfaction surveys and looking for improvement opportunities. * Proactively monitoring the Service Desk and Support Bar looking for potential issues and highlighting them as appropriate. * Working with the team to ensure all documentation and the CMDB is kept up to date at all times. * Review weekly changes to ensure proper association between recurring incidents and change activities. * Being a team player dedicated to providing positive, highest level customer service experience at all times. Pay and Benefits The pay range for this position is $20.00 - $25.00/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) Workplace Type This is a fully onsite position in Cincinnati,OH. Application Deadline This position is anticipated to close on Aug 9, 2025. 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.