Help Desk Analyst

Description
IT Service Center is responsible for resolving customer/client technical issues and responding to inquiries in accordance with service level objectives, processes and procedures. Serves as liaison between customer/client and IT to resolve business issues related to technologies. Examples of these technologies include break fix issues with customer ordering, issues with advanced reporting, and login issues to ordering applications. Analyze issues by probing, triage and documenting all findings to gauge and facilitate the most appropriate response.
Handles call professionally during all interactions and provide prompt and efficient support.
Applies standard concepts, principles, and technical capabilities to perform routine tasks.
Achieve or exceed the targets set based on the standard outlined KPI.
Works on projects of various scope and complexity.
Provides a positive technical support experience through handling concerns in a highly professional manner.
Answers questions regarding system procedures, online transactions, systems status and downtime procedures.
Partners with end users to correlate business requirements to technology solutions.
Demonstrates appropriate interpersonal skills to manage and deliver exceptional customer service.
Confers with end users and technology teams to resolve incidents. Ability to work independently or via a team collaboration process.
Fully document all cases in call tracking software and escalate to appropriate queue.
Has working knowledge and understanding of Microsoft Technology (O365, MS Teams, OneDrive), User Account Management (password resets/unlock), and customer IT support experience.
Analyze issues by probing, triage and documenting all findings to gauge and facilitate the most appropriate response.
Handles call professionally during all interactions and provide prompt and efficient support.
Applies standard concepts, principles, and technical capabilities to perform routine tasks.
Achieve or exceed the targets set based on the standard outlined KPI.
Work with Office 365 Apps and Microsoft Teams
Works on projects of various scope and complexity.
Qualifications
Bachelor's Degree in related field or equivalent work experience
Minimum of 2 years in a Global IT Service Desk or End-User support role
Strong English communication, problem solving and analytical skills
Experience with ITSM Tool (ServiceNow, BCM Remedy, etc) in a multi-vendor environment preferred
Applicable technical certifications preferred
Candidate must be amenable to flexible scheduling
Work from Home Ready (with minimum 15mbps internet connection)
Skills
Service Now, Microsoft O365, Password reset, ticketing system, servicenow, external communications, help desk support, troubleshooting, customer service, document processing
Top Skills Details
Service Now,Microsoft O365,Password reset,ticketing system,servicenow,external communications
Additional Skills & Qualifications
Role: Analyst, End User Client (Business Applications)
(Monday - Friday, 40hrs)
Schedule: 8 to 430 EST
830-5, 930-6pm EST
Experience Level
Entry Level
Job Type & Location
This is a Contract position based out of Dublin, OH.
Pay and Benefits
The pay range for this position is $18.00 - $20.00/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 remote position.
Application Deadline
This position is anticipated to close on Jun 29, 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.