About this role
Description
Job Description
Service Desk Analyst
SUMMARY OF POSITION
The IT End User Support Analyst will primarily need to have excellent customer service skills supporting end users on a variety of IT hardware and software issues. Qualified candidates must also have superior analytical and problem-solving abilities to identify, research, and resolves technical problems. Exhibiting high energy and enthusiasm, this position needs to comply with all relevant helpdesk policies and procedures, monitoring work queues, picking up service and issue tickets, tracking and resolving issues in a timely manner to ensure service levels are met and end users onsite and at remote locations experience a consistent and professional IT Support experience.
Qualified candidates must exhibit strong work ethic and complete assignments without direct supervision, and should have hands on experience with Microsoft Windows 7, 8, 10, Office 365, Active Directory, Bomgar or other similar remote desktop assistance software, JIRA, Sysaid or similar incident management and service requests portals. We are seeking a highly motivated professional who is eager to grow, learn, and gain new skills. Ideal candidates will be self-starters, team-oriented, customer-focused, positive, and committed to excellence.
VACCINATION REQUIREMENT
To be considered for U.S.-based positions unless currently employed by WCG, where permitted by applicable law (including any applicable reasonable accommodation, medical or religious exemption), candidates must have received or be willing to receive the COVID-19 vaccine by start date.
EDUCATION REQUIREMENTS
Associate degree. Computer Science or related disciplines are preferred.
QUALIFICATIONS/EXPERIENCE
2+ years of helpdesk/Desk Side Support experience in a medium to large Enterprise with documented policies and procedures
2+ years of Tier 2 support to on-site and remote end users for Desktops, Laptops, and related desktop devices like docking stations, monitors, etc.
2+ years of experience and working knowledge of Active Directory, MS Exchange, O365, Windows 7, 10, and related Microsoft tools, enterprise class printers, conference room AV and telephony equipment, etc.
Good understanding and working knowledge of IT networks (LAN, WAN), routers, switches, etc.
Ability to quickly grasp new concepts and acquire new skills
Ability to adhere to documented standards and procedures
Ability to contact hardware and software vendors and work with their engineers to escalate investigation and resolution of problems
CompTIA A+, Net+, and/or Microsoft Certified Solutions Associate (MSCA) Windows 10 certification desired.
Ability to work independently and with team members located across several locations globally in an efficient and collaborative manner
High degree of energy, accountability, initiative, and innovation
Excellent written and verbal communication skills
ESSENTIAL DUTIES/RESPONSIBILITIES
Primarily include (but not limited to)
Provide Tier 2 IT support to onsite and remote end users on a variety of IT hardware and software issues
Monitor incident and service request queue(s) and pick up tickets for troubleshooting and resolution in a timely manner meeting SLA/SLO as may be applicable
Monitor/Review reports and dashboards on IT systems health and related tasks as assigned
Comply with all relevant helpdesk and IT policies and procedures
Complete assigned tasks and projects in a timely manner without need for direct supervision
Assist in installation and builds of PC hardware and software as called upon from time to time
Respond to off hours support in case of emergencies
Manage/maintain IT PC (desktop/laptop) inventory onsite, if necessary
Participate in meetings, compliance and job-related training (including SOP reading, certification, etc.) as required
Participate in root cause analysis and related documentation and communication
RELATED DUTIES/RESPONSIBILITIES
Support other business matters as assigned. These may, on occasion, be unrelated to the position described here.
Skills
help desk, jira, powerpoint, O365, troubleshooting, customer service, phone support, active directory
Top Skills Details
help desk,jira,powerpoint,O365,troubleshooting,customer service,phone support
Additional Skills & Qualifications
Flexible with education requirements due to temporary nature of assignment. Certificates preferred
Experience Level
Intermediate Level
Job Type & LocationThis is a Contract position based out of Cary, NC.
Pay and BenefitsThe pay range for this position is $20.00 - $25.00/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)
Application DeadlineThis position is anticipated to close on Oct 27, 2026.
Workplace TypeThis is a fully onsite position in Cary,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.