Service Desk Analyst (Remote)

The Service Desk Analyst provides first and second tier technical support to internal employees in a dynamic, fast-paced virtual call center environment. You will troubleshoot a wide range of software, hardware, and connectivity issues, deliver support via phone, chat, and Slack, and ensure a high level of customer service through clear communication, strong documentation, and timely resolution of incidents. This role requires a blend of technical expertise, problem-solving ability, and interpersonal skills to analyze, diagnose, and resolve issues that range from straightforward to complex, while also handling various administrative and knowledge base documentation duties.

• Provide first and second tier technical support to internal employees via phone, chat, and Slack in a high-volume, fast-paced service desk environment.
• Troubleshoot software, hardware, VPN, Wi-Fi, and general connectivity issues remotely, ensuring clear articulation of root cause and resolution.
• Log all contacts and incidents accurately in the Incident Management System (ServiceNow), maintaining strong documentation and adhering to established knowledge base and processes.
• Perform installation, upgrades, and maintenance of software, hardware, and peripherals as required.
• Support encryption and security tools, including triaging issues within secure environments and assisting users in gaining access to various systems and servers.
• Deploy and patch software using device management technologies such as VMware and related tools.
• Assist users with Office 365 issues in a corporate network environment, including permissions, calendaring, and delegation support.
• Provide basic user and security group administration within Active Directory, including troubleshooting issues bound to Windows Active Directory.
• Support VPN connectivity and wired and wireless networking issues, including home network troubleshooting for remote employees.
• Take ownership of employee issues from initial contact through resolution, following up on status and communicating progress in a timely and professional manner.
• Analyze and resolve incidents within expected turnaround times while maintaining a high degree of customer service and adhering to service management principles.
• Monitor and communicate call and chat trends and emerging issues to the team, helping identify patterns and areas for improvement.
• Contribute to knowledge base and process documentation by identifying gaps, requesting updates, and ensuring procedures are followed during ticket handling.
• Work closely with the team to resolve aging tickets, ensuring proper closure and documentation in line with service desk standards.
• Handle small projects from start to finish, managing tasks, timelines, and communication with stakeholders as needed.
• Participate in a mock ticket exercise during the interview process, demonstrating strong documentation skills, proper use of the knowledge base, and correct ticket closure practices.
• Provide consistent coverage across a 7-day support schedule, including mid to closing shifts and weekend work during peak tax season.
• Adhere to attendance expectations, including full participation in the two-week training period and compliance with time-off request guidelines.

• Prior Service Desk or Desktop Support experience, including phone and chat-based support in a corporate environment.
• Hands-on experience supporting Windows 11 operating systems.
• Strong knowledge of Microsoft-based operating systems and troubleshooting within a corporate network environment.
• Experience using and troubleshooting Office 365, including permissions, calendaring, and delegation.
• Incident management experience, including accurate logging, updating, and closing of tickets in tools such as ServiceNow.
• Basic user and security group administration experience in Active Directory.
• Familiarity with VPN technologies and troubleshooting VPN connectivity issues.
• Familiarity with wired and Wi-Fi networking, including devices bound to Windows Active Directory.
• Familiarity with home network troubleshooting for remote users.
• Experience with encryption and security tools and triaging issues within secure environments.
• Ability to deploy and patch software using device management technologies such as VMware.
• Strong interpersonal skills, with the ability to communicate technical issues in clear, non-technical terms.
• Self-starter mindset with a passion for providing excellent customer service and seeing issues through to completion.
• Good problem-solving, diagnosis, and troubleshooting skills, including the ability to identify root cause of issues.
• Ability to identify gaps in documentation and request updates to improve knowledge base accuracy.
• Ability to work independently while also collaborating effectively within a team and cross-functionally.
• Comfort supporting users via Slack chat, phone, and other collaboration tools.
• Ability to multitask effectively in a dynamic, fast-paced environment with high volumes of calls and chats.

• Experience working in a service desk environment that provides support via Slack chat and phone, including first-line support for professional users such as CPAs.
• Comfort handling a high volume of incoming calls and chat coordination while maintaining strong customer service standards.
• Experience with connectivity troubleshooting, including Wi-Fi, VPN, and general network access issues.
• Familiarity with device management and patch deployment tools, including VMware-based solutions.
• Ability to perform well in structured interview scenarios such as mock ticket exercises, demonstrating documentation quality and adherence to knowledge base procedures.
• Willingness and ability to work mid to closing shifts and weekends, particularly during peak tax season.
• Commitment to full attendance during the two-week training period, with flexibility to start in a later training cohort if needed.
• Ability to comply with time-off policies, including requesting time off no more than 30 days in advance and limiting requests to no more than one week off at a time.
• Comfort using a company-provided headset (such as a Jabra 480) for all phone-based support.
• General aptitude for learning new systems and tools, including internal platforms such as Atlas and trainee expectation materials.
• Ability to maintain professionalism and confidentiality while supporting internal employees across different regions and time zones.

You will join a collaborative, technology-driven support organization that values high-quality customer service, clear communication, and continuous improvement. The environment supports professional growth through structured training, exposure to modern tools and platforms, and opportunities to take ownership of projects and complex issues. Flexible scheduling across a seven-day support window allows for varied shifts, and the culture emphasizes teamwork, accountability, and respect for diverse backgrounds and experiences. You will work in a setting that promotes equal opportunity, fair consideration of all applicants, and a supportive approach to accommodations and work-life needs.

This role is 100% remote, supporting employees across a 7-day-a-week schedule. The team provides coverage year-round, with support hours typically between 5:00 a.m. and 9:00 p.m. PT. Training lasts two weeks, generally running from 8:00 a.m. to 5:00 p.m. PT, followed by onboarding that can occur between 5:00 a.m. and 6:00 p.m. PT Monday through Friday. During peak tax season (December through April), weekend shifts are required, and schedules extend across Monday through Sunday, with efforts made to accommodate different time zones and provide at least one weekend day off. The environment is a virtual call center using phone, chat, and Slack for communication, along with tools such as Windows 11, Office 365, ServiceNow, Active Directory, VPN, Wi-Fi networking, and VMware-based device management. You will use a company-provided headset (such as a Jabra 480) for all calls, and you are expected to be fully present during the two-week training period to ensure readiness for production work by week four.

This is a Contract position based out of Tucson, AZ.

The pay range for this position is $29.00 - $29.00/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 Sep 8, 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.