IT Service Desk Analyst

Position Summary:

We are seeking a skilled and customer-focused Helpdesk Technician with a strong background in phone-based technical support and troubleshooting across networking, hardware, and software environments. The ideal candidate will have experience supporting Cisco networking infrastructure, resolving technical issues efficiently, and documenting solutions clearly. Experience with POS systems and an understanding of retail operations in a technical context is a strong plus.

Key Responsibilities:

• Provide Tier 1 and Tier 2 technical support via phone, email, and ticketing systems (ServiceNow experience preferred).
• Troubleshoot and resolve hardware and software issues across desktops, laptops, mobile devices, and peripherals.
• Diagnose and resolve network connectivity issues, including basic firewall access and monitoring using tools such as Cisco utilities.
• Document all support interactions and resolutions accurately and thoroughly.
• Escalate complex issues to appropriate teams while maintaining ownership and communication with the end user.
• Support and maintain POS systems, including troubleshooting and configuration.
• Collaborate with cross-functional teams to improve support processes and user experience.
• Occasionally inquire about users' retail experience to better understand technical needs in retail environments.

Required Qualifications:

• 3+ years of experience in a phone-based technical support role with strong customer service and documentation skills.
• Hands-on experience with Cisco networking troubleshooting, including connectivity issues, firewall access, and network monitoring tools.
• Proven ability to troubleshoot both hardware and software issues across various platforms.
• Strong communication skills and a customer-first mindset.
• Ability to work independently and manage multiple tasks in a fast-paced environment.

Preferred Qualifications:

• Experience using ServiceNow or similar ticketing systems.
• 1+ year experience supporting POS systems in a retail or technical setting.
• Familiarity with retail operations, even in a non-IT role, is a plus.

Pay and Benefits
The pay range for this position is $18.00 - $22.00/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 hybrid position in Westlake,OH.
Application Deadline
This position is anticipated to close on Aug 30, 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.