Sr. Service Desk Analyst

Senior Service Desk Analyst
Onsite, Indianapolis, IN
Technical Skill

• Customer Service
• Troubleshooting
• ServiceNow
• Active Directory
• Okta
• VPN
• Windows
• Imaging

Description
The Senior Service Desk Analyst serves as the main contact for technical support, addressing IT issues, resolving hardware/software issues, and managing service requests.
Some of the key responsibilities include resolving user problems, escalating complex issues, assisting with onboarding, monitoring systems, and developing documentation and training materials.
This role ensures IT services remain efficient and reliable, supporting user productivity and satisfaction through good communication, problem-solving, and excellent customer service.
Duties

• Serve as the first point of contact for IT support, addressing hardware, software, network, printer, and application issues
• Assist users with setup, configuration, and troubleshooting of IT equipment and software
• Provide technical support for hardware and software issues, including Windows desktop OS, proprietary software, virtual desktops, mobile OS, printers, and other related IT Systems
• Manage account lifecycle tasks such as user setup, deprovisioning, access controls, and password resets
• Conduct new hire orientations, ensuring smooth onboarding for IT systems and tools
• Monitor IT systems and networks, proactively identifying and addressing potential disruptions
• Configure, implement, and coordinate automated production job scheduling to maintain operational efficiency
• Provide guidance and training on IT standard processes, tools, and resources to improve user proficiency
• Develop and maintain clear documentation for troubleshooting, common issues, and resolutions.
• Update and manage the knowledge base to streamline issue resolution and prevent recurring problems
• Perform routine maintenance and checks to ensure IT infrastructure stability and performance
• Identify and implement process improvements to enhance service desk operations and user experience
• Actively participate in team meetings and contribute to new support strategies and initiatives
• Be available for on-call support or work outside regular business hours as needed

Education & Experience

• Previous experience in technical support or service desk role
• Proficiency in using and supporting common IT systems, hardware, and software, including operating systems, office productivity suites; printers, and network components
• Experience supporting different operating systems in Windows and MacOS
• Relevant technical certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator/Endpoint Administrator Associate)
• Familiarity with IT service management (ITSM) principles and practices
• Familiarity with Ticket & Incident management tools
• Strong problem-solving and troubleshooting abilities

Shift & Schedule

• Sunday, Monday, Tuesday 7:00am - 7:00pm. Wednesday 7:00am - 11:00am
• Off Thursday, Friday, Saturday
• On call is Monday through Sunday from 7:00am - 7:00pm
• Will work with 2 Technicians on Monday
• Will work with 3 Technicians on Tuesday and Wednesday
• Will work individually on Sunday

Work Environment

• First 3 weeks are training: Monday-Friday 8:00am - 5:00pm onsite.
• 35-40 tickets per day via phone, chat and email.
• On call: Will be on-call as part of rotation.
• Hybrid: Will be remote on Sunday and onsite Mon, Tues, Wed.
• Wednesday work is not service desk work, but will be basic desktop support tasks.
• Wednesday tasks include: Imaging computers, prepping and shipping equipment.

Job Type & Location
This is a Contract position based out of Indianapolis, IN.
Pay and Benefits
The pay range for this position is $25.00 - $30.00/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 Indianapolis,IN.
Application Deadline
This position is anticipated to close on Nov 16, 2025.
>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.