Service Desk Analyst

Description
6-8 month contract- possibility to convert or be promoted into other opportunities
Shift: Monday through Friday - 1st shift: either 7a-4p or 8a-5p
onsite 5 days a week
Looking to add a Service Desk Technician to their Help Desk team. This will be a contract with the possibility of extension/consideration for conversion. This role will be first level phone support for all end user issues over phone, email, and chat. They use the ServiceNow ticketing system. This person will be working with the Legacy Berry systems as first line of troubleshooting. Most of the tickets will revolve around account lockouts - Microsoft, JDEdwards. Will also see an increase in tickets as they start their Active Directory migration and email migration.
Ability to follow corporate policies and procedures is very key to being successful in this role.
This is the perfect position for an entry-level candidate to gain real experience with a global company and add to their resume. They are also willing to look at candidates that have experience doing service desk analyst work in an enterprise environment. Experience with O365 and Active Directory would be ideal.
ITIL certification also a plus
The Service Desk Analyst I provides frontline support to all internal customers with regard to their IT needs, which included identifying, investigating & resolving technical problems for any of our supported software & computing platforms in a professional & courteous manner. This position is to pursue first-call resolution including analysis & determination of probable cause by monitoring Amcor systems for the delegation, assignment and/or completion of trouble tickets.
Provides primary Service Desk and troubleshooting support, while ensuring they are logged/monitored in ServiceNow. Works with other members of the Information Systems Department to troubleshoot more complex user technical problems.
Takes primary responsibility for troubleshooting, researching and testing solutions to technical issues.
Must demonstrate strong customer service and team skills, including a patient, approachable demeanour and strong listening skills at all times.
Performs predetermined work assignments with detailed instructions.
Follows established guidelines, procedures, and policies.
Works on assignments that are semi-routine in nature where the ability to recognize deviation from accepted practice is required.
Contributions are usually limited to assignment related activities
Escalate tasks to the correct support group for resolution when needed.
Provide follow-up if necessary to ensure resolution has been met.
Pursue First-call resolution when possible, including analysis & determination of probable cause by monitoring Amcor IT Service Desk - North America system for the delegation, assignment and/or completion of trouble tickets.
OUR STORY:
Amcor currently has approximately 15 TEKsystems contractors n the ServiceDesk and has extended this team for the last few years. They have grown the ticket and user base that this team is responsible for and are looking to provide a model to build out tiers and career paths across the Infrastructure team
Additional Skills & Qualifications
This is the perfect position for an entry-level candidate to gain real experience with a global company and add to their resume. They are also willing to look at candidates that have experience doing service desk analyst work in an enterprise environment. Experience with O365 and Active Directory would be ideal.
ITIL experience or cert also a plus
Employee Value Proposition (EVP)
Employee Value Proposition (EVP)
over the past year or two, we have had consultants:
-provided Microsoft accredited training courses, such as on administration and troubleshooting Windows 11
-provided consultant(s) with training for Systems Administration
-have had consultants be promoted into other roles or involved in other projects, including deployments, site support, and security
alignment to a mentor, will provide training and processes and procedures
Opportunity to work with a global, enterprise sized company that is evolving and changing.
May be an opportunity for extension or consideration for conversion
Many enterprise server build, refresh and upgrade initiatives in the works. Many fully remote roles available for development opportunities
working with a team that is collaborative and provides strong coaching.
CIO's top initiative for this year is training and providing development to their internal team.
service desk team of 18 currently supports all business lines of Amcor located in North America -13,000 total users
Skills
Help desk, Support, Help desk support, Troubleshooting, Service desk, Customer service, Windows 10, Active directory, Technical support, Phone support, Office 365, Servicenow, windows 11
Top Skills Details
Help desk,Support,Help desk support,Troubleshooting,Service desk,Customer service,Windows 10,Active directory,Technical support,Phone support,Office 365
Additional Skills & Qualifications
This is the perfect position for an entry-level candidate to gain real experience with a global company and add to their resume. They are also willing to look at candidates that have experience doing service desk analyst work in an enterprise environment. Experience with O365 and Active Directory would be ideal.
ITIL experience or cert also a plus
Experience Level
Intermediate Level
Job Type & Location
This is a Contract position based out of Lawrence, KS.
Pay and Benefits
The pay range for this position is $16.00 - $21.00/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 Lawrence,KS.
Application Deadline
This position is anticipated to close on Feb 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.