IT Helpdesk Analyst

TEKsystems•El Dorado Hills, CA

2d•Hybrid

About The Position

We are seeking a Tier 1 Help Desk Technician to provide first-level IT support in a Windows-based environment. This role is responsible for resolving basic technical issues, supporting end users, and ensuring a high level of customer satisfaction. The ideal candidate is service-oriented, detail-focused, and eager to build a career in IT support.

Requirements

0–2 years of Help Desk, Service Desk, or IT support experience
Basic knowledge of Windows operating systems and Microsoft Office 365
Familiarity with Active Directory is a plus
Experience using an ITSM/ticketing system preferred
Strong customer service and communication skills
Ability to explain technical issues to non-technical users
Problem-solving mindset with strong attention to detail
Ability to manage multiple support requests in a fast-paced environment
Dependable, adaptable, and eager to learn

Nice To Haves

Associate’s degree in IT or related field, or equivalent experience
Entry-level certifications such as CompTIA A+ or Microsoft fundamentals
Exposure to corporate IT environments

Responsibilities

Provide Tier 1 support for end users via phone, email, chat, and in-person interactions
Troubleshoot Windows 10/11 operating system issues, including login problems, application errors, and connectivity issues
Support common business applications, including Microsoft Office 365 (Outlook, Teams, Word, Excel)
Perform basic Active Directory tasks such as password resets, account unlocks, and user provisioning
Log, track, and manage incidents and service requests in the IT ticketing system (ServiceNow or similar)
Assist with hardware support including desktops, laptops, printers, and peripherals
Escalate complex or unresolved issues to Tier 2 support teams
Maintain accurate documentation of issues, resolutions, and knowledge base articles