Service Desk Analyst - TEKsystems : Job Details

*Description*

The Service Desk Analyst role involves handling inbound contacts via phone calls, emails, and chats. This position supports end users globally, primarily based in the USA, with tasks ranging from quick password resets to mid-level troubleshooting and issue resolution.

Experience:

• 1-2 years of helpdesk or call center experience
• 1-2 years working with help desk ticketing tools such as ServiceNow or Ivanti
• Experience supporting remote, work-from-home end-users
• Experience working remotely as part of a team

Skills:

• Ability to troubleshoot common Windows issues
• Knowledge of Active Directory and domain hierarchy
• Proficiency with Microsoft Windows OS and Office Suite (Word, Excel, Outlook, PowerPoint, Teams)
• Experience troubleshooting VPN clients
• Strong communication skills, both written and oral
• Ability to learn and troubleshoot custom applications
• Skill in searching knowledge bases and past tickets for solutions

Non-Technical Requirements:

• Excellent interpersonal skills to communicate effectively with users of varying technical skills
• Active listening skills to understand user needs and perspectives
• Sense of urgency in supporting end users to enable their productivity

Hardware & Work Environment:

• Remote work setup with a company-provided laptop
• Secure, quiet workspace
• Reliable high-speed internet connection
• Cell phone with good reception
• Audio equipment including speakers/mic and USB headset

Work Schedule:

• Monday-Friday, 7am - 4pm or 8am - 5pm
• In-office presence required Monday-Thursday

Pay and Benefits:

The hourly pay is $18.00. Benefits may include medical, dental, vision, 401(k), life insurance, disability, HSA, transportation benefits, employee assistance, PTO, and more, depending on eligibility.

Work Location & Application Deadline:

This is a hybrid position based in Halethorpe, MD. The application deadline is April 30, 2025.

About TEKsystems:

TEKsystems is a leader in technology and talent services, supporting clients globally. We are committed to diversity and equal opportunity employment.

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