DescriptionAre you a problem-solver who thrives in fast-paced environments and enjoys tackling everything from everyday support requests to complex technical challenges? We're looking for a Tier 2 Service Desk Analyst who is passionate about technology, customer service, and continuous improvement.
In this role, you'll be more than just technical support-you'll be a trusted resource for users, a mentor to junior team members, and a key contributor to critical IT initiatives.
What You'll DoBe the First Line of IT Excellence- Serve as a primary point of contact for IT incidents, requests, and technical escalations.
- Manage, prioritize, and route tickets through the ITSM platform while meeting SLA expectations.
- Provide hands-on troubleshooting and issue resolution across a wide range of technologies.
- Deliver exceptional support to end users through phone, email, chat, and ticketing channels.
Solve Complex Technical ChallengesTroubleshoot and resolve issues involving:
- Windows enterprise environments
- Microsoft 365 (Exchange, Teams, SharePoint, MFA)
- Active Directory and identity management
- VPN connectivity, DNS, networking, and remote access solutions
- End-user devices, desktop environments, and business applications
- Endpoint security tools, backup systems, and server infrastructure
Act as a Tier 2 Subject Matter Expert- Serve as an escalation resource for Tier 1 technicians.
- Lead investigations into recurring or high-impact technical issues.
- Perform root cause analysis and implement long-term solutions.
- Support server troubleshooting, patch validation, and migration activities.
- Develop scripts and automation solutions to improve operational efficiency.
Contribute to High-Impact IT Projects- Assist with software deployments, upgrades, and enterprise technology rollouts.
- Participate in client onboarding and technical environment assessments.
- Support system migrations and infrastructure modernization efforts.
- Collaborate with project teams to ensure successful implementations.
Improve Processes & Knowledge Sharing- Maintain thorough ticket documentation and resolution notes.
- Create and update knowledge base articles, SOPs, and technical documentation.
- Identify recurring trends and recommend proactive improvements.
What Makes You Successful- Strong troubleshooting skills and a passion for technology.
- Experience supporting Microsoft environments and enterprise infrastructure.
- Ability to manage competing priorities while maintaining attention to detail.
- Excellent communication skills with a customer-first mindset.
- Proven ability to take ownership of issues and see them through resolution.
- Collaborative team player who enjoys helping others grow and succeed.
Why You'll Love This Opportunity- Work on diverse technologies and challenging technical issues.
- Gain exposure to infrastructure, cloud technologies, and enterprise environments.
- Play a key role in both day-to-day operations and strategic IT projects.
- Join a collaborative team that values innovation, growth, and continuous learning.
- Make a measurable impact on the client experience and overall IT performance.
If you're ready to take your service desk career to the next level and work in an environment where your technical expertise truly makes a difference, we'd love to hear from you. Apply today!Job Type & LocationThis is a Contract position based out of Grafton, WI.
Pay and BenefitsThe pay range for this position is $25.00 - $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 TypeThis is a hybrid position in Grafton,WI.
Application DeadlineThis position is anticipated to close on Jul 10, 2026.
About TEKsystemsWe'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.
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