Service Desk Analyst

Description

6 month or longer - contract to hire

hybrid- you are asked to be on site three days a week in Corporate office of your choosing- must have a consistent schedule

Service Desk team of 4 - this team is responsible for all service desk and 99% of desktop support tasks for the organization. It is above the technical ability of a Tier 1 Service Desk role.

This role in particular will be a regular part of the Service desk team during their 2 days remote but the 3 days a week onsite - will be 50% white glove desktop support and 50% service desk. will get a lot of walk-ups from high level people. need someone who is competent and articulate communicating to someone at that level

This office has approximately 30 users, most of which are executives in Corporate such as HR, Legal

10-12 calls per day at average of 10 minutes each, and the rest of the time is desktop support

Service requests are very common - giving access and account set-up

Ticketing

Incidents - varies pretty widely

Printer logic

Client Job Description

(Office 365 support experience, MDM (bonus, switched to intune), HP Shop, Customer Service, FreshService is ticketing system) but right next to it is a cultural fit. company has a small tight nit service desk team that all gets along.

Customer focused with the ability to promptly answer support related email, phone calls, and other electronic communications.

• Ability to work in a fast-paced team environment where requirements are constantly changing.

• Strong organizational skills with exceptional follow through and attention to detail.

• Serves as the primary point of contact for IT by responding to telephone calls, email, and personnel requests for technical support.

• Responsible for reviewing service desk ticket queues, documenting support, diagnostic activities, and escalating issues as required.

• Promotes cross-team relationships with other IT support team members to facilitate timely responses and resolutions.

• Monitors progress and keeps customers informed while providing excellent customer service.

• Assists in the installation, maintenance, and general support of desktops, laptops, mobile devices, printers, handheld scanners, and peripheral devices.

• Assists in the installation, maintenance, and general support of all IT approved software applications.

• Responsible for creating and maintaining documentation (knowledge) for installing and troubleshooting issues in specified areas of responsibility.

• Provides detailed personal advice and guidance to all users in the effective use of systems, products, and services available to them.

People that would be a good fit for company are people who are adaptable and can roll with any changes that happen, flexible, and people who can take on new responsibilities. They have a small team and this is a very technical role. If the candidate needs very consistent strict processes to follow, this position wouldn't be the best fit for them, not that they are unorganized he just wanted to mention that people that have expected very organized strict processes and are used to following step by step directions rather than troubleshooting would not be a fit.

Skills

O365, Help desk support, customer service, Support, Troubleshooting, Active directory

Top Skills Details

O365,Help desk support,customer service

Additional Skills & Qualifications

Associate Degree in Information Technology, Computer Science, or equivalent. experience with freshdesk or servicenow would be great

someone who is a self-starter, self-motivated and takes initiative

Experience Level

Expert Level

Pay and Benefits

The pay range for this position is $22.00 - $30.00

• 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 Eagan,MN.

Application Deadline

This position will be accepting applications until Jan 3, 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.