IT Support Analyst

TEKsystems•Pleasanton, CA

7d•$28 - $32•Onsite

About The Position

The IT Support Analyst is responsible for providing exceptional technical support to internal employees and contractors. This role serves as the first point of contact for IT-related issues, ensuring timely resolution of hardware, software, account access, and network concerns while maintaining a high level of customer service. The ideal candidate thrives in a fast-paced environment, can effectively prioritize competing requests, and demonstrates strong troubleshooting and communication skills.

Requirements

3+ years of experience in a Help Desk, Service Desk, Desktop Support, or similar IT support role.
Experience supporting Windows and/or macOS environments.
Working knowledge of Microsoft 365 applications and services.
Understanding of basic networking concepts, including DNS, DHCP, and Wi-Fi connectivity.
Experience using ticketing and asset management systems such as ServiceNow.
Experience with remote support tools, including Bomgar or similar platforms.
Proficiency troubleshooting hardware, software, and user access issues.
Strong customer service, communication, and interpersonal skills.
Ability to work independently and effectively manage multiple priorities.
Experience documenting technical issues and resolutions within a ticketing system.
Ability to work onsite Monday through Friday during standard business hours.

Nice To Haves

ServiceNow administration or advanced ticket management experience.
Experience with Active Directory user administration.
Knowledge of endpoint management and asset tracking tools.
Familiarity with device imaging, deployment, and lifecycle management.
Experience providing conference room and AV support.

Responsibilities

Provide first-level technical support for hardware, software, network, and user account issues.
Deliver onsite support for desktops, laptops, printers, mobile devices, conference room technology, and peripheral equipment.
Troubleshoot and resolve common technical issues, escalating more complex incidents to senior support teams when necessary.
Create, document, update, and close tickets within ServiceNow while maintaining accurate resolution notes.
Support employee onboarding and offboarding activities, including device deployment, account provisioning, and access management.
Assist users with password resets, multifactor authentication (MFA), and access requests.
Install, configure, and support standard business applications and security tools.
Maintain hardware inventory, asset tagging, and equipment tracking through ServiceNow and asset management tools.
Coordinate shipment of laptops and IT equipment to remote employees and new hires.
Facilitate the return and recovery of company-owned hardware from departing employees.
Provide audio/visual support for meetings, executive presentations, town halls, and conference room technology.
Follow established IT processes, knowledge base documentation, and escalation procedures.
Deliver professional, customer-focused support while communicating effectively with end users.
Participate in occasional after-hours or weekend support as business needs require.