IT Helpdesk Analyst

Description
The Service Desk Analyst - Regional Support role is primarily responsible for providing first level technical support to end users through the Service Desk, while also serving as the onsite deskside support for the Omaha regional office. This position is 90% Service Desk focused and 10% deskside support, ensuring consistent user experience, timely incident resolution, and local hands-on support.
The position requires strong customer service skills, technical troubleshooting ability, and collaboration with internal IT teams to ensure timely incident resolution and a positive end-user experience.

Key Responsibilities
Service Desk Analyst Responsibilities
Serve as the primary point of contact for end-user IT support via phone, email, and ticketing system.
Respond to and resolve incidents and service requests related to hardware, software, applications, and access issues.
Accurately log, document, and manage tickets in the IT Service Management tool (e.g., ServiceNow).
Diagnose issues by gathering detailed information, asking clarifying questions, and following established troubleshooting procedures.
Resolve tickets using published Knowledge Base (KB) articles and documented processes.
Escalate incidents to higher-level support teams when necessary, following defined escalation procedures.
Adhere to Service Level Agreements (SLAs) for response and resolution times.
Act as a trigger for critical incident management by notifying appropriate technical and incident management teams.
Coordinate with technical teams to provide timely and accurate updates to users until resolution.
Participate in knowledge base creation, updates, and continuous improvement activities.
Identify recurring issues and communicate trends or operational challenges to leadership.
Maintain a high level of customer service and professionalism in all interactions.

Office Support Responsibilities
Provide on site support for the Omaha regional office as needed.
Perform break/fix support for end-user hardware and peripherals, including desktops, laptops, monitors, printers, and phones.
Assist with setup, configuration, and deployment of PCs, printers, and workplace technology.
Support endpoint telephony devices, including desk phones, conference room equipment, mobile devices, and hotspots.
Perform MACD activities (Moves, Adds, Changes, and Decommissions) for local hardware and software.
Act as the local workplace technology liaison for the Omaha office.
Support local IT projects, office initiatives, and technology refreshes as required.
Coordinate with vendors or infrastructure teams when on site escalation as needed.
Ensure office support activities are properly documented in the ticketing system.
Additional Skills & Qualifications
Preferred Qualifications
Previous Service Desk experience supporting a corporate or enterprise environment.
Some hands-on deskside or field support experience.
Associate's or Bachelor's degree in Computer Science or related field.
IT certifications such as A+, Network+, Security+, Microsoft certifications, or similar.

Work Environment and Physical Requirements
Primarily office-desk based with occasional on-site support.
Ability to lift and/or move IT equipment such as desktops, monitors, and printers as needed.

Core Competencies
Customer Focus
Problem Solving
Active Listening
Clear Communication
Multitasking
Collaboration
Organization
Adaptability
Attention to Detail
Job Type & Location
This is a Contract position based out of Omaha, NE.
Pay and Benefits
The pay range for this position is $20.00 - $25.00/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 onsite position in Omaha,NE.
Application Deadline
This position is anticipated to close on Mar 28, 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.