IT Service Desk Analyst

TEKsystems•Birmingham, AL

2d•$17 - $21•Onsite

About The Position

We are seeking a Tier 1 Help Desk Technician to provide first‑level technical support to end users in a corporate environment. This role is responsible for troubleshooting common IT issues, responding to service requests, and delivering excellent customer service while escalating more complex problems to higher‑level support teams.

Requirements

0–2 years of help desk or technical support experience (internships or school experience accepted).
Basic knowledge of Windows operating systems and common desktop hardware.
Familiarity with Office 365 and standard business applications.
Strong customer service, communication, and problem‑solving skills.
Ability to follow troubleshooting processes and work effectively in a team environment.

Nice To Haves

Experience with ticketing systems such as ServiceNow, Jira, or similar.
Exposure to Active Directory or Azure AD.
CompTIA A+ or other entry‑level IT certifications.

Responsibilities

Serve as the first point of contact for IT support via phone, email, chat, and ticketing systems.
Troubleshoot basic hardware, software, and application issues for desktops, laptops, printers, and peripherals.
Support Windows 10/11 operating systems and common enterprise applications.
Assist users with Office 365 applications including Outlook, Teams, OneDrive, and SharePoint.
Perform password resets, account unlocks, and basic user administration in Active Directory or Azure AD.
Troubleshoot basic connectivity issues related to Wi‑Fi, VPN, and network access.
Log, document, and track incidents accurately while ensuring timely resolution.
Escalate unresolved or complex issues to Tier 2 or appropriate IT teams.
Provide friendly, professional customer service to users of all technical skill levels.