Service Desk Analyst

Description
They will be taking calls from their employees to help set up their desk top for more than 1000 users. After the migration they are supporting, they will be taking the calls to help with the follow up support their employees need.
The migration is moving phones from Cisco to Webex.
They will be using ManageEngine as the service desk and ticketing system, and using Virtual Desktop Horizon.
What they Listed:
Responsible to provide courteous, accurate and prompt support to our internal customers. The position functions include: utilizing technical troubleshooting skills to solve technical incidents, requests and problems, and systematically answering phone calls, voicemail, responding to email, conducting online chat and face-to-face desk-side support. The position provides clear documentation of each customer interaction while working within various computer applications and supports a work environment focused on continuously improving the overall success of the department.
ESSENTIAL JOB FUNCTIONS
- Respond to requests for help from customers.
- Troubleshoot and resolve difficult technical issues effectively and efficiently.
- Prioritize, evaluate, resolve and escalate calls as required.
- Provide appropriately detailed and timely follow-up support with customers.
- Submit accurate and well-documented solutions consistently for inclusion in the knowledge base.
- Record every interaction with customer into the service management system.
- Instruct customers in the use of hardware, software and manuals.
- Configure and distribute hardware and software to customers in a timely manner.
- Install hardware and peripheral components such as monitors, keyboards, printers and disk drives on customers' machines.
- Load specified software packages such as operating systems, word processing and all proprietary software programs into personal computers.
- Configure and troubleshoot network hardware and communication equipment, operating systems and personal computers.
- Interact with Active Directory for Moves, Additions, and Changes.
- Configure and maintain VDI pools and troubleshooting issues with VDI.
- Enter commands and observe system functions to verify correct system operation.
- Recommend or perform minor remedial actions to correct problems identified.
- Provide updates, status and completion information to the Service Desk Manager through voicemail, e-mail, or in-person communication.
- Monitor new technologies and/or updates required to support the various systems currently in operation.
- Self-assign and monitor progress of work, report progress to the Service Desk Manager on a regular basis.
- Maintain medical confidentiality.
- Perform all other duties as assigned by management.
QUALIFICATIONS
- Ability to follow instructions and respond to managements' directions accurately.
- Must have proven skills in advanced computer troubleshooting, analysis, critical thinking and problem solving skills.
- Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.
- Must demonstrate skills in accuracy and thoroughness paying close attention to detail. Look for ways to improve and promote quality and monitors own work to ensure quality is met.
- Ability to learn multiple programs and systems.
- Must demonstrate initiative and work proactively.
- Must demonstrate effective communication skills by conveying necessary information accurately, listening effectively and asking questions where clarification is needed.
- Ability to prioritize work activities and use time efficiently.
- Proven commitment to maintaining medical confidentiality.
- Must demonstrate team behavior and willingness to promote a team-oriented environment.
- Ability to maintain focus and concentrate in close quarters with normal distractions and without distracting others.
- Ability to manage change, delays, or unexpected events and work in an environment with constant change.
- Ability to follow all company policies and procedures in effect at time of hire and as they may change or be added from time to time.
Skills
Help desk, Support, Help desk support, Troubleshooting, Service desk, Technical support, Desktop
Top Skills Details
Help desk,Support,Help desk support,Troubleshooting,Service desk
Additional Skills & Qualifications
1-3 Years of experience with service desk support remotely
Used a ticketing system
Experience Level
Intermediate Level
Job Type & Location
This is a Contract position based out of Atlanta, GA.
Pay and Benefits
The pay range for this position is $25.00 - $27.00/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 Jul 10, 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.