• IT Service Desk Analyst

    TEKsystems (Raleigh, NC)


    Description

    As a Service Desk Analyst, you will work alongside a team of 12 other analysts providing advanced support for internal and external customer’s hardware and software issues. You will act as the first level of support for both internal and external customers. Using ServiceNow ticketing systems taking roughly 15-20 tickets per day. Issues may include but are not limited to, password resets, Outlook email issues, Office 365 suite, blue screen of death, VPN connectivity problems, printer connections. This technician will look for trends in the service desk team and work on ways to reduce the overall call volume.

     

    This analyst will take 15-20 tickets per day via ServiceNow, they will touch about 30 tickets per day.

     

    Technicians will have excellent troubleshooting skills, a sense of urgency and the ability to prioritize time with minimal supervision are a must. A nice to have would be a candidate who has some scripting.

    Position Responsibilities

    • Work closely with Senior Service Desk Analysts and escalation teams

    • Catch mistakes and information gaps in tickets to ensure high quality

    • Provide Tier-1 support for Microsoft Office issues

    • Create, maintain and advise customers on file shares and security including NTFS/DFS and Citrix ShareFile

    • Help create and maintain support processes for all areas of the business

    • Work in an on-call rotation

    Required Qualifications:

    • 2+ years’ experience supporting a mixed environment of enterprise and non-standard applications

    • Strong communication and active listening skills

    • Strong investigation and diagnostic skills

    • Familiarity with ITIL processes

    • Basic understanding of networking technologies

    Preferred Qualifications:

    • Familiarity with Cisco phone provisioning

    • Familiarity with Citrix hosted applications

    • Experience with Active Directory and Kerberos

    Additional Knowledge/skills of value:

    • SolarWinds

    • Microsoft SQL Server database experience

    • Automation technologies & processes (GE Proficy, PLCs)

     

    Skills

     

    Support, Help desk, Windows 10, Service desk, windows administration

    Experience Level

    Intermediate Level

    Pay and Benefits

    The pay range for this position is $20.00 - $26.00/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 Raleigh,NC.

     

    Application Deadline

     

    This position is anticipated to close on May 24, 2025.

    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.