Help Desk Analyst

TEKsystems • Town of Seneca Falls, NY

2d • $20 - $23 • Remote

About The Position

We are seeking a detail-oriented and customer-focused IT Help Desk Technician to join our team. This role is responsible for providing technical support to end users, troubleshooting Windows operating system issues, managing Active Directory tasks, and ensuring excellent customer service in every interaction.

Requirements

• 2–3 years of Help Desk experience supporting Windows 10/11 environments.
• Proficiency in troubleshooting operating system issues to resolution (break-fix).
• Experience with remote help desk tools and ticketing systems.
• Strong knowledge of Microsoft Office Suite and related applications.
• 2–3 years of Active Directory experience, including user account management and group policy familiarity.
• Excellent customer service skills with the ability to communicate technical information clearly to non-technical users.
• Strong written and verbal communication skills; ability to create detailed technical documentation.
• Logical thinker with strong problem-solving abilities and empathy for end users.

Nice To Haves

• Ability to manage multiple priorities in a fast-paced environment.
• Team-oriented mindset with a proactive approach to problem-solving.
• Strong organizational skills and attention to detail.
• Duo authentication experience
• O365 support experience
• SAP/Oracle support experience
• ServiceNow experience

Responsibilities

• Provide Tier 1–2 support for Windows 10/11 operating systems, including break-fix troubleshooting and remote assistance.
• Respond to help desk calls, document issues in the ticketing system, and ensure timely resolution.
• Support end users with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and other Microsoft applications.
• Perform Active Directory tasks such as adding/terminating users, managing group policies, and maintaining user accounts.
• Collaborate with IT team members to escalate complex issues when necessary.
• Deliver clear, professional communication in both written ticket documentation and verbal interactions with non-technical users.
• Maintain a customer-first approach, ensuring users feel supported and understood.

Benefits

• 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)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed