Service Desk Analyst

Job Title

Provide end user technical support in a fast paced single point of contact Service Desk capacity. Primary job function is to respond, handle, diagnose and resolve inbound End User interactions. Identifies, researches, and resolves technical problems. Documents, tracks and monitors the problem to ensure a timely resolution.

Key Accountabilities and Priorities:

• Perform first level IT support related activities on incidents and requests on the use of company technologies and services (e.g. desktops/laptops, email, phones, printers, tablets etc.) remotely.
• Responsible for day to day logging, tracking and resolving of customer reported problems or concerns.
• Perform general software and e-mail support
• Escalate incidents and/or requests to the appropriate resource(s) to ensure timely resolution and customer satisfaction.
• Ability to multi-task in a fast-paced environment.
• Perform other duties as requested and/or assigned within area of expertise.
• Acting as the customer advocate for problem resolution.
• Demonstrate superior customer service skills.
• Demonstrate technical support competence on one or more computing platforms, standard business shrink wrap applications

Non-Technical Skills: Strong soft skills are a must. We are looking for people that have a technical foundation and are eager to learn and grow with our organization.

Required Education and/or Experience:

• 1-2 years of Service Desk / call center experience
• 1-2 years of experience working with ITSM tools i.e. ServiceNow, Remedy, Heat, CA, etc.
• Ability to troubleshoot common Windows related issues o Mapping a network printer o Troubleshoot Internet Explorer browser issues
• Ability to demonstrate basic network troubleshooting skills
• Understanding of both wired and wireless networks
• Basic understanding of the Microsoft Office Suite o Basic/Intermediate Microsoft Outlook support Troubleshooting and Creating rules How to create a PST o Basic/Intermediate Microsoft Excel support o Basic/Intermediate Microsoft Word support

Skills: Support, Help desk, Customer service, Phone support, Technical support, Password reset, Service desk, Help desk support, Vpn, Office 365, Servicenow, Windows 10, Active directory, Troubleshooting, Outlook, Microsoft office

Pay and Benefits: The pay range for this position is $16.00 - $18.00/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 hybrid position in Baltimore, MD.

Application Deadline: This position is anticipated to close on Oct 16, 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.