Service Desk Analyst

Service Desk Analyst (Entry-Level)

Overview

We are seeking a customer-focused Service Desk Analyst to provide first and second-level technical support to internal employees in a fast-paced support environment. This role is responsible for troubleshooting hardware, software, connectivity, and access-related issues while delivering exceptional customer service through phone, chat, and collaboration tools. The ideal candidate is a strong communicator, organized multitasker, and enjoys solving technical problems.

Key Responsibilities

• Provide first-line technical support via phone, chat, and collaboration platforms.
• Troubleshoot and resolve Windows 11, VPN, Wi-Fi, connectivity, software, and hardware issues remotely.
• Document all incidents, requests, and resolutions within the ticketing system.
• Accurately diagnose issues, identify root causes, and communicate solutions clearly.
• Install, configure, maintain, and troubleshoot software, hardware, and peripheral devices.
• Support user access requests, account provisioning, and system permissions.
• Deploy software updates and patches using endpoint management tools.
• Create and update knowledge base articles and process documentation.
• Monitor ticket queues and ensure timely resolution of incidents and service requests.
• Collaborate with teammates to address recurring issues and improve service delivery.
• Take ownership of employee issues and provide regular status updates through resolution.
• Assist with small projects and operational initiatives as assigned.
• Identify and communicate support trends, recurring issues, and potential service improvements.

Required Skills

• Windows 11 support
• Phone-based technical support
• Chat support
• VPN troubleshooting
• Wi-Fi and network connectivity troubleshooting
• Ticketing systems (ServiceNow preferred)
• Strong documentation and communication skills

Preferred Experience

• Experience supporting users in a service desk, help desk, or technical support environment.
• Exposure to device management or software deployment tools.
• Familiarity with security, encryption, and access management concepts.
• Ability to follow established troubleshooting processes and knowledge base articles.
• Strong attention to detail and accurate ticket documentation.

What We're Looking For

• Excellent customer service and communication skills.
• Ability to multitask in a high-volume support environment.
• Strong troubleshooting and problem-solving abilities.
• Comfortable handling incoming calls while managing chat conversations and ticket updates.
• Ability to work independently and collaboratively within a team.

Training & Interview Information

• Successful candidates must be able to attend the full training program without interruption.
• Interview process includes a mock ticket exercise focused on troubleshooting, documentation quality, adherence to support procedures, and ticket closure practices.
• Strong written documentation skills are critical for success.

Schedule

• Full-time, 40 hours per week.
• Support coverage operates 7 days per week between 5:00 AM and 9:00 PM PT.
• Weekend availability is required, particularly during peak business periods.
• Candidates should be comfortable working mid-day to closing shifts and supporting a rotating schedule as needed.

Equal Opportunity Employer

We are committed to creating an inclusive workplace and welcome applicants of all backgrounds. Qualified candidates will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic in accordance with applicable laws.

This is a Contract position based out of Dallas, TX.

The pay range for this position is $29.00 - $29.00/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)

This is a fully remote position.

This position is anticipated to close on Aug 21, 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.