Senior Service Desk Analyst

Sr. Service Desk Analyst

The Sr. Service Desk Analyst serves as the main contact for technical support, providing Level I & II assistance for desktops, laptops, and related hardware/software. This role requires strong help desk experience, excellent communication skills, and the ability to troubleshoot and resolve issues both remotely and in person. The analyst will also provide front-line desktop support for walk-in users, escalating issues when necessary.

Key Responsibilities:

• Provide Level I & II support for desktops, laptops, mobile devices, and peripherals.
• Troubleshoot hardware, software, VPN, and application issues.
• Support Microsoft Office applications, including email, document management, macros, and Outlook.
• Perform password resets, account management, and Active Directory administration.
• Manage imaging, deployment, and preparation of equipment for shipping.
• Handle 35–40 tickets per day via phone, chat, and email.
• Conduct new hire orientations and assist with onboarding IT systems.
• Monitor IT systems and proactively address potential disruptions.
• Maintain documentation, update knowledge base, and contribute to process improvements.
• Provide training and guidance to users on IT tools and processes.
• Participate in team meetings and support new initiatives.
• Be available for on-call support as part of rotation.

Required Skills:

• Strong help desk and customer service experience.
• Proficiency with Windows 10/11 and Active Directory.
• Familiarity with ticketing systems and IT service management practices.
• Ability to troubleshoot hardware/software issues and provide desktop support.
• Excellent communication skills, both phone and in-person.

Preferred Qualifications:

• Experience with identity management tools and enterprise applications.
• Knowledge of SAP or similar systems is a plus.
• Relevant technical certifications (e.g., CompTIA A+, Microsoft Endpoint Administrator).
• Two-year associate degree or BA/BS preferred.

Additional Attributes:

• Strong problem-solving skills and initiative.
• Ability to think outside the box and remain resourceful.
• Comfortable working independently and collaboratively in a hybrid environment.

Shift & Schedule:

Primary Hours: Sunday–Tuesday, 7:00 AM – 7:00 PM; Wednesday, 7:00 AM – 11:00 AM (desktop support tasks). Hybrid Work: Remote on Sundays; on-site Monday–Wednesday. Training Period: First 3 weeks, Monday–Friday, 8:00 AM – 5:00 PM, on-site.

Job Type & Location:

This is a Contract position based out of Indianapolis, IN. Pay and Benefits The pay range for this position is $25.00 - $30.00/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).

Application Deadline:

This position is anticipated to close on Dec 2, 2025.

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.