Service Desk Analyst

Schedule

Training (4-6 weeks):

• Monday through Friday, 8:00 AM - 4:30 PM EST

Available Shifts After Training:

• 2nd Shift: Tuesday through Saturday, 4:00 PM - 12:30 AM EST
• 3rd Shift: Tuesday through Saturday, 12:00 AM - 8:30 AM EST

Position Overview

We are seeking a Service Desk Support Associate to provide technical support in a fast-paced, 24/7 support environment. This role focuses heavily on network connectivity and retail technology support rather than basic password reset assistance.

The ideal candidate will troubleshoot technical issues for both internal employees and retail locations, including hardware, software, connectivity, and transaction-related systems. Candidates must be comfortable supporting non-technical users over the phone and possess strong problem-solving and communication skills.

Key Responsibilities

• Serve as the first point of contact for technical support requests and incident resolution.
• Handle inbound calls and support tickets in a high-volume environment.
• Troubleshoot and resolve Level 1 issues while researching and addressing more complex Level 2 concerns.
• Escalate advanced technical issues when necessary.
• Support hardware, software, peripheral devices, and network connectivity issues.
• Document incidents, resolutions, and customer interactions accurately within a ticketing system.
• Proactively follow up on open tickets to ensure timely resolution and customer satisfaction.
• Contribute to and maintain support documentation, knowledge articles, and procedural guides.
• Provide exceptional customer service while communicating technical concepts in easy-to-understand language.

Required Qualifications

• 3+ years of experience in technical support, service desk, help desk, or customer support environments.
• Strong networking skills are required.
• Experience supporting operating systems, desktop applications, and end-user hardware.
• Strong troubleshooting and problem-solving skills.
• Ability to support users remotely over the phone and through ticketing systems.
• Excellent verbal and written communication skills.
• Strong customer service orientation with patience and professionalism.
• Ability to work efficiently in a fast-paced, high-volume support environment.

Preferred Qualifications

• Experience supporting retail technology environments.
• Familiarity with point-of-sale systems and customer-facing technology.
• Experience in network operations, network monitoring, or connectivity support.
• Experience troubleshooting network-related issues, remote access, and peripheral devices.
• Knowledge of hardware diagnostics and system support.

Ideal Candidate

Candidates with experience in network operations, technical support, service desk environments, or retail technology support will be especially successful in this role. The ideal individual is comfortable handling high ticket volume, providing excellent customer service, and troubleshooting a broad range of technical issues in a remote support setting.

This is a Contract position based out of Westlake, OH.

The pay range for this position is $18.00 - $23.00/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)

This is a fully remote position.

This position is anticipated to close on Aug 26, 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.