It Service Desk Analyst

TEKsystems•Newark, DE

6d•$22 - $25•Onsite

About The Position

TEKsystems is seeking an experienced, customer-focused User Support Technician II for its IT User Services team. The role handles advanced end-user support and acts as an escalation resource for Level I technicians while providing a high-quality user experience and contributing to service and process improvements. The position is fully onsite in Newark, Delaware, with occasional travel to other local sites. The stated schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m., including a one-hour lunch break. The position is contract-based and pays $22.00–$25.00 per hour. Individual compensation depends on qualifications, skills, relevant experience, job knowledge, location, internal equity, and other job-related factors. If eligible, benefits for this temporary role may include medical, dental, and vision coverage; critical illness, accident, and hospital coverage; a 401(k) retirement plan with pre-tax and Roth contributions; voluntary life and AD&D insurance; short- and long-term disability; a health spending account; transportation benefits; an employee assistance program; and time off or leave such as PTO, vacation, or sick leave. Eligibility and terms depend on job classification, length of employment, elections, and applicable plan or program terms.

Requirements

Experienced support professional able to handle advanced troubleshooting and more complex technical issues.
Customer-focused approach and ability to deliver clear, professional communication.

Responsibilities

Provide support through Service Desk tickets, Microsoft Teams, phone, and walk-up channels.
Troubleshoot and resolve moderately complex to complex issues involving Windows 10/11 devices, Microsoft 365 applications, hardware, peripherals, and mobile devices.
Serve as an escalation resource for Level I technicians and provide mentorship.
Communicate clearly and professionally while delivering a high-quality customer experience.
Lead device configuration, deployment, and lifecycle management.
Maintain accurate asset inventory throughout procurement, tracking, and disposal.
Oversee and optimize the loaner equipment program.
Manage user account provisioning, access changes, and escalations.
Support Active Directory and Azure AD account administration using AD Manager Plus.
Assist with permission and access troubleshooting across enterprise systems.
Manage and document incidents and service requests in ServiceNow.
Identify trends and recurring issues and drive root cause analysis and resolution.
Develop and maintain knowledge base articles and documentation.
Recommend and implement improvements to support processes and workflows.
Provide onsite support at the assigned location, with occasional travel to other local sites as needed.
Support remote employees using modern remote support tools.