Senior Help Desk Analyst

Description
The Senior Help Desk Analyst serves as a key member of the IT Service Desk team under the general direction of the IT Support Supervisor. This role functions as the primary point of contact for all IT incidents and service requests across the organization The analyst provides first-line technical support, ensuring timely issue resolution, meeting service level expectations, and maintaining a strong focus on customer satisfaction and consistent service delivery. The position supports customers with hardware, software, peripherals, and account-related issues of varying complexity. Work includes phone-based support, workstation setup and maintenance, software installation, troubleshooting, and contributing to documentation and knowledgebase resources. A strong emphasis is placed on customer service, communication, prioritization, and accuracy.

Key Responsibilities

A. First-Line Technical Support (60%)

• Respond promptly to technical assistance inquiries via phone, in person, or electronically.
• Diagnose and resolve hardware, software, and peripheral issues (PCs, printers, copiers, scanners).
• Provide user training and education as needed.
• Research solutions using knowledgebase tools and the service desk system.
• Follow standard service desk procedures and accurately document all requests and resolutions.
• Maintain hardware/software inventory accuracy.
• Prioritize and escalate urgent issues appropriately.
• Stay current on system updates, changes, and organizational IT standards.
• Communicate effectively with end users, team members, and vendors as required.

B. Hardware and Software Support (30%)

• Configure, install, and upgrade computer hardware and software.
• Install, configure, and maintain peripheral devices.
• Perform equipment moves, asset lifecycle activities, and surplus outdated equipment.

C. Documentation & Knowledgebase (10%)

• Assist with developing and maintaining communication templates and procedures.
• Contribute to the creation and upkeep of the service desk system and knowledgebase articles.
• Support the development and refinement of standard operating procedures and escalation guidelines.

Required Knowledge, Skills & Abilities

1. Proficiency with Microsoft Windows 11 and common desktop operating environments.
2. Strong working knowledge of Microsoft Office applications (Excel, Outlook, Teams, Word, PowerPoint) and Adobe Acrobat.
3. Ability to clearly explain technical concepts to both technical and non-technical users.
4. Excellent written and verbal communication skills.
5. Strong analytical, troubleshooting, and problem-solving abilities.
6. Ability to prioritize and multitask in a fast-paced environment.
7. Strong customer service orientation and professionalism.
8. Effective organizational skills and attention to detail.
9. Experience developing user and support documentation.
10. Understanding of ITIL Incident Management practices.
11. Ability to identify trends and contribute to Major Incident awareness.
12. Knowledge of Knowledge Management principles within a service desk environment.
13. Ability to participate in larger technical initiatives, including system integrations and help desk platform enhancements.

Preferred / Nice-to-Have Skills

• Experience with ITSM/ticketing systems (e.g., Cherwell).
• Experience writing technical and user documentation.
• 2-5 years of experience imaging and deploying PCs.

Job Type & Location
This is a Contract position based out of Madison, WI.
Pay and Benefits
The pay range for this position is $21.00 - $28.00/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 Madison,WI.
Application Deadline
This position is anticipated to close on Feb 16, 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.