Service Desk Analyst

This is an onsite Service Desk Analyst role with a building materials manufacturing company. The role would start as a contract for 6 months before being hired as a full-time employee. This person will need experience in technical support across the following key areas: Windows OS, Citrix virtual desktop, Exchange and Outlook email services, Office 365 suite, VPN, and hardware/software/printing/peripheral support. On average, people on this team touch 15-20 tickets a day on ServiceNow.
Perks

• FTE's have access to 401K match and a pension plan.
• Many people who have started in contract roles have been hired on and promoted into management positions. This is a company that likes to promote from within and a lot of people in IT made their start on the Service Desk.

As a Service Desk Analyst, you will work alongside a team of 12 other analysts providing advanced support for internal and external customer's hardware and software issues. You will act as the first level of support for both internal and external customers. Issues may include but are not limited to, password resets, Outlook email issues, Office 365 suite, blue screen of death, VPN connectivity problems, printer connections. This technician will look for trends in the service desk team and work on ways to reduce the overall call volume.
Technicians will have excellent troubleshooting skills, a sense of urgency and the ability to prioritize time with minimal supervision are a must. A nice to have would be a candidate who has some scripting or programming knowledge.
Position Responsibilities
Work closely with other Service Desk Analysts and escalation teams
Catch mistakes and information gaps in tickets to ensure high quality
Provide Tier-1 support for Microsoft Office issues
Create, maintain and advise customers on file shares and security including NTFS/DFS and Citrix ShareFile
Help create and maintain support processes for all areas of the business
Work in an on-call rotation
Required Qualifications:
2+ years' experience supporting a mixed environment of enterprise and non-standard applications
Strong communication and active listening skills
Strong investigation and diagnostic skills
Familiarity with ITIL processes
Basic understanding of networking technologies
Preferred Qualifications:
Familiarity with Cisco phone provisioning
Familiarity with Citrix hosted applications
Experience with Active Directory and Kerberos
Additional Knowledge/skills of value:
SolarWinds
Microsoft SQL Server database experience
Automation technologies & processes (GE Proficy, PLCs)
Skills
Support, Help desk, Windows 10, Service desk, windows administration
Top Skills Details
Technical Support, Help desk, Windows 10, Service desk, windows administration
Additional Skills & Qualifications
Patience and customer service skills will be essential when dealing with folks who do not work with computers on a daily basis. Learn how to work outside of procedure, how do you get from point A to point B by following what makes sense. Have to be able to keep a customer at bay even when you do not understand what their issue is.
Very adaptable. Get thrown the same issue over and over again but each time find a new way to solve it.
Doing external and internal support. Customers or employees will provide the same issues but present the issues in different ways. Probing questions are very important.
Virtualization and Application support are important.
Pay and Benefits
The pay range for this position is $20.00 - $26.00/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 Raleigh,NC.
Application Deadline
This position is anticipated to close on May 30, 2025.

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.