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Product Service Analyst

TEKsystems c/o Allegis Group

Tucson, AZ

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JOB DETAILS
SALARY
$19–$24 Per Hour
SKILLS
Analysis Skills, Artificial Intelligence (AI), Business Services, Business Transformation, Call Centers, Candidate Screening, Communication Skills, Computer Maintenance, Customer Relations, Customer Support/Service, Ecosystems, Electrical Engineering, Enterprise Applications, Fortune 500 Customers, Genetics, Hardware Administration, Help Desk, Hospital, Identify Issues, Incident Management, Leadership, Mechanical Engineering, Microsoft Active Directory, Microsoft Product Family, Microsoft SQL Server, Microsoft Windows Server, Mining Industry, On Site Support, Open Cut Mining, Oracle Database, Presentation/Verbal Skills, Problem Solving Skills, Process Improvement, Product Engineering, Product Support, Root Cause Analysis, ServiceNow, Software Administration, TCP/IP (Transmission Control Protocol/Internet Protocol), Technical Support, Underground Mining, Virtual Machine (VM), Virtualization
LOCATION
Tucson, AZ
POSTED
Today
Role Overview

Provide expert-level technical support for the MineStar product family, delivering world-class customer service to mining customers and dealers. This role focuses on troubleshooting complex hardware and software ecosystems, resolving application issues, and acting as a subject matter expert (SME) in collaboration with Service Engineering and implementation teams.

Key Responsibilities

Technical Support & Troubleshooting

  • Identify, troubleshoot, and resolve MineStar hardware and software issues for customers and dealers
  • Resolve a high percentage of application issues; escalate promptly to advanced support when needed
  • Troubleshoot the complete MineStar ecosystem, including:
    • Sensors on machinery
    • Onboard control units
    • Onboard displays
    • Network data transfers
    • Application servers
  • Provide hotline support and rotational coverage for MineStar products
  • Perform incident management and root cause analysis for complex applications

Customer & Dealer Support

  • Deliver world-class customer service for MineStar hardware and software
  • Communicate clearly (verbal and written) with customers and dealers regarding issue status and resolution
  • Advocate on behalf of customers and dealers to resolve technical product issues
  • Build and maintain strong working relationships with customers and dealers within the assigned region

Collaboration & Escalation

  • Act as a Subject Matter Expert (SME) for the MineStar product family within the Helpdesk Support team
  • Escalate critical and high-priority issues to Service Engineering when required
  • Communicate top priority issues and trends to Service Engineering leadership
  • Partner with Implementation Teams to ensure smooth, problem-free transitions of new sites to Product Support

Key Relationships

  • Product Service Engineers: SME training, escalation point for complex technical issues
  • Implementation Team: Site-specific discussions and coordination during new site transitions
  • Customers & Dealers: Ongoing communication on issue status, resolution, and support outcomes

Basic Qualifications

  • Associates Degree
  • Ability to learn and support complex software and hardware interactions
  • Strong troubleshooting and analytical mindset

Preferred / Additional Qualifications

  • Mining industry experience
  • Call center or helpdesk technical support experience
  • Enterprise application support experience
  • Experience providing first-call technical support directly to customers
  • Moderate IT knowledge, including:
    • Virtualization
    • TCP/IP networking fundamentals
    • Database fundamentals (Oracle, SQL Server)
    • Windows Server and VM environments
    • Microsoft client and server platforms
  • Mechanical or electrical engineering background (preferred)
  • Experience with incident, service, and root cause analysis processes
  • Ability to communicate effectively with both technical and non-technical mining customers

Core Skills & Competencies

Technical Skills

  • Technical Support
  • Troubleshooting
  • Help Desk / Helpdesk Support
  • Incident & Service Management
  • Provisioning
  • ServiceNow
  • Active Directory
  • Networking (TCP/IP)
  • Enterprise Application Support

Soft Skills & Attributes

  • Strong problem-solving and analytical skills
  • Self-motivated with a desire to continuously learn new technologies
  • Process-focused with disciplined execution
  • Customer advocacy mindset
  • Career-oriented; seeking long-term growth, not just a job

Work Environment & Conditions

  • Position requires periodic work in both open pit and underground mining environments
  • Must complete and pass regulatory mining safety training
  • Typical onsite mining support may include a full work week in mining environments
  • Role supports 24/7/365 operations, requiring rotational shifts and occasional weekend coverage
Job Type & Location
This is a Contract position based out of Tucson, AZ.
Pay and Benefits
The pay range for this position is $19.00 - $24.00/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 Tucson,AZ.
Application Deadline
This position is anticipated to close on May 22, 2026.

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.

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.

About the Company

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TEKsystems c/o Allegis Group

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