IT Service Desk Analyst

Overview

We are seeking a customer-focused Help Desk Analyst to provide exceptional technical support to employees in a fast-paced corporate environment. This individual will serve as a primary point of contact for end users, supporting a wide range of hardware, software, account access, and endpoint-related issues through both remote and walk-up support.

The ideal candidate will have prior Service Desk experience, strong troubleshooting skills, and a professional, white-glove approach to customer service. Given the high concentration of executive-level employees supported by this team, the ability to communicate effectively, work independently, and deliver a superior support experience is essential.

Key Responsibilities

End User Support

• Provide Tier 1 and Tier 2 support for employees via phone, email, ticketing system, remote support tools, and walk-up requests.
• Troubleshoot and resolve issues involving desktops, laptops, mobile devices, peripherals, printers, and common business applications.
• Deliver a high-touch, white-glove support experience for executives and business leaders.
• Communicate effectively with users throughout the lifecycle of support requests, providing timely updates and resolution details.

Account Administration & Endpoint Support

• Create, modify, and disable user accounts following established security procedures.
• Support Multi-Factor Authentication (MFA) enrollment, troubleshooting, and account recovery.
• Assist with endpoint management activities, including device provisioning, configuration, deployment, and replacement.
• Support workstation setup, hardware installations, and peripheral connectivity issues.

Ticket & Incident Management

• Manage support requests through the organization's ticketing platform.
• Accurately document incidents, troubleshooting efforts, resolutions, and user communications.
• Monitor ticket queues, prioritize work appropriately, and ensure requests are routed to the proper support teams when necessary.
• Escalate unresolved issues while maintaining ownership and ensuring a seamless customer experience.

Hardware & Printer Support

• Troubleshoot hardware issues involving laptops, desktops, monitors, docking stations, printers, and peripherals.
• Provide support for enterprise printing environments.
• Assist with printer deployments, maintenance, and user support.
• Support Lexmark printer-related initiatives and projects when applicable.

Customer Experience & Team Collaboration

• Deliver outstanding customer service with a professional and positive attitude.
• Build strong relationships with end users through responsiveness, follow-through, and attention to detail.
• Work independently to manage workload while remaining proactive in identifying and resolving issues.
• Collaborate with desktop support, infrastructure, and application teams to ensure efficient problem resolution.

Required Qualifications

• 2-3+ years of Service Desk, Help Desk, or IT Support experience.
• Experience supporting:
  • User account administration
  • Multi-Factor Authentication (MFA)
  • Endpoint management activities
  • Hardware and peripheral troubleshooting
  • Remote and walk-up user support
• Experience using ticket management systems such as ServiceNow or similar ITSM platforms.
• Ability to manage ticket queues, update incidents, and route tickets appropriately.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication abilities.
• Proven ability to work independently and manage priorities in a fast-paced environment.
• Strong customer service skills with a professional, executive-facing demeanor.

Preferred Qualifications

• Experience supporting executive or VIP users.
• ServiceNow experience.
• Experience supporting enterprise printer environments.
• Lexmark printer support experience.
• Knowledge of Microsoft 365, Active Directory, and Windows operating systems.
• Familiarity with ITIL-based incident management processes.

Technical Environment

• Windows 10/11
• Microsoft 365
• Active Directory
• Multi-Factor Authentication (MFA)
• ServiceNow or similar ticketing systems
• Remote support tools
• Printers and peripheral devices
• Endpoint management solutions

What You'll Gain

• Exposure to executive-level IT support in a professional enterprise environment.
• Hands-on experience with endpoint technologies, account administration, and enterprise support operations.
• Opportunities to expand into Desktop Support, Systems Administration, or Infrastructure-related roles.
• Collaborative team environment with opportunities to develop both technical and customer-facing skills.

Job Type & Location

This is a Contract position based out of Trinity, NC.

The pay range for this position is $22.00 - $26.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

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)

This is a Contract position based out of Trinity, NC.

This position is anticipated to close on Oct 31, 2026.

This is a fully onsite position in Trinity,NC.

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

Were 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. Were 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. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were 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.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.