Help Desk Support Analyst

Description
Help Desk & End-User Support:
Receive, log, and resolve Tier 1 incidents and service requests via phone, email, chat, and walk-up within established SLA targets.
Perform common troubleshooting tasks including password resets, account unlocks, software installs, printer issues, and basic hardware problems.
Assist with setup and configuration of workstations, laptops, monitors, and peripherals under guidance from senior technicians.
Support mobile device setup (iOS and Android) including enrollment in the company's MDM platform.
Escalate unresolved or complex issues to IT Service Technician II or appropriate team members in a timely manner.
Maintain a courteous, professional demeanor when interacting with associates, contractors, and consultants.
Computer Skills & Technical Knowledge:
Basic understanding of Windows operating systems and Microsoft 365 applications (Outlook, Teams, Word, Excel, SharePoint).
Fundamental knowledge of Active Directory for user account management (password resets, account creation under supervision).
Awareness of basic networking concepts (IP addressing, Wi-Fi connectivity, VPN client use).
Ability to image and deploy standard workstations using documented checklists and procedures.
Familiarity with IT security best practices including antivirus, phishing awareness, and data handling protocols.
Communication:
Respond to technical assistance requests in a timely, professional, and empathetic manner.
Clearly communicate troubleshooting steps and resolution status to end users and supervisors.
Represent client culture and values in every customer interaction.
Proactively communicate delays or blockers to the supervising technician or IT Manager.
Problem-Solving:
Apply documented procedures and checklists to diagnose and resolve common IT issues.
Seek guidance from senior team members when troubleshooting moves beyond Tier 1 scope.
Develop and demonstrate eagerness to learn new tools, systems, and problem-solving techniques.
Effectively manage personal ticket queue to ensure timely resolution and accurate status updates.
Documentation:
Log all incidents and service requests accurately in the IT Service Desk platform (e.g., ServiceDesk Plus or equivalent).
Follow existing knowledge base articles and contribute simple how-to notes when new resolutions are discovered.
Support inventory tracking and asset tagging for assigned equipment under senior technician guidance.
Other duties as assigned

CORE COMPETENCIES:
The following competencies define success in this role:
Customer Focus - Prioritizes end-user needs; follows up to ensure issues are fully resolved.
Dependability - Reliable attendance, punctuality, and follow-through on assigned tickets.
Eagerness to Learn - Actively pursues knowledge of new tools, technologies, and client workflows.
Integrity - Handles sensitive and confidential information with discretion.
Team Player - Collaborates effectively with IT peers and business users across departments.
Attention to Detail - Documents issues and resolutions accurately; follows checklists precisely.
Adaptability - Manages shifting priorities in a fast-growing, dynamic environment.
Communication - Listens patiently; explains technical concepts in plain language.
Additional Skills & Qualifications
High school diploma or GED required; Associate's degree in Information Technology, Computer Science, or related field preferred.
CompTIA A+ certification preferred; candidates actively pursuing certification are encouraged to apply.
0-1 year of IT support, help desk, or customer service experience; internship or lab experience considered.
Basic working knowledge of Windows 10/11 and Microsoft 365 required.
Ability to lift and carry equipment up to 50 pounds; regular sitting, standing, bending, and stooping required.
Ability to communicate effectively in both verbal and written English.
Valid driver's license and ability to travel to local construction job sites as required; PPE will be provided and must be worn on all site visits.
Ability to work occasional early mornings, evenings, or weekends to support project needs.
Regular and punctual attendance is an essential function of this position
Job Type & Location
This is a Contract position based out of Coppell, TX.
Pay and Benefits
The pay range for this position is $20.00 - $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 hybrid position in Coppell,TX.
Application Deadline
This position is anticipated to close on Mar 21, 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.