Service Desk Analyst / Regional SupportOverviewThis role functions as a hybrid Service Desk Analyst and Deskside Support Technician, responsible for delivering first-level technical support remotely while also serving as the onsite IT resource for a small regional office. Approximately 90% of the role is Service Desk-focused and 10% onsite deskside support. The position ensures timely incident resolution, a consistent user experience, and reliable local hands-on support.
The ideal candidate will have strong customer service abilities, solid troubleshooting skills, and the ability to collaborate effectively with internal technical teams.
Key ResponsibilitiesService Desk Responsibilities- Serve as the primary point of contact for end-user IT support via phone, email, and ticketing systems.
- Respond to and resolve incidents involving hardware, software, applications, and access issues.
- Log and manage all tickets accurately within the ITSM platform (e.g., ServiceNow).
- Diagnose issues using structured troubleshooting, clarifying questions, and documentation.
- Resolve issues using Knowledge Base articles and established procedures.
- Escalate tickets appropriately when necessary, following defined escalation paths.
- Meet Service Level Agreement (SLA) requirements for response and resolution times.
- Assist with critical incident notifications and coordination.
- Provide timely updates to end users and collaborate with technical teams on resolutions.
- Contribute to Knowledge Base creation, updates, and process improvement.
- Identify recurring issues and communicate trends to leadership.
- Maintain a high level of professionalism and customer service.
Onsite Office Support Responsibilities- Provide in-person support for the local regional office.
- Perform break/fix troubleshooting for desktops, laptops, monitors, printers, phones, and peripherals.
- Assist with deployment, setup, and configuration of workplace devices and technology.
- Support telephony and conference room equipment, mobile devices, and hotspots.
- Complete MACD tasks (Moves, Adds, Changes, Decommissions) for hardware and software.
- Act as the onsite liaison for workplace technology needs.
- Support local IT projects, refreshes, and office initiatives as needed.
- Coordinate with vendors or infrastructure teams for onsite escalation.
- Ensure all onsite activities are documented within the ticketing system.
Required Skills- Help Desk / Service Desk Support
- Troubleshooting & Customer Service
- ServiceNow or similar ITSM tools
- Office 365 & Windows 10 support
- Active Directory (user accounts, access issues)
- Hardware & peripheral support
- Technical support across software and desktop environments
Preferred Qualifications- Previous experience in a corporate or enterprise Service Desk environment
- Hands-on deskside or field support experience
- Associate's or Bachelor's degree in Computer Science or a related field
- Relevant IT certifications (A+, Network+, Security+, Microsoft certifications, etc.)
Job Type & LocationThis is a Contract position based out of Omaha, NE.
Pay and BenefitsThe 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 TypeThis is a fully onsite position in Omaha,NE.
Application DeadlineThis position is anticipated to close on Apr 3, 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.
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