Service Desk Analyst II

TEKsystems•Lowell, AR

2d•Onsite

About The Position

Under general supervision, the position is responsible for the ongoing support of internal and external end users. The incumbent is also responsible for responding to service requests and incidents, capturing event information, providing troubleshooting, and forwarding more complex and specialized incidents to relevant teams within the enterprise. The incumbent is also responsible for managing and participating in select Service Desk projects. Tracks and evaluates personal service metrics, including service success rates, to ensure performance aligns with goals set by management. Handle 500 inbound support interactions per month per agent; provide Tier 1 support via phone and ITSM. Resolve common Tier 1 issues (password resets, account unlocks, basic access, standard app/endpoint issues). Service as a escalation support for Tier 1, and Resolve Tier 2 incidents/requests requiring deeper troubleshooting (identity/access, endpoint configuration, enterprise apps). Perform independent analysis to determine probable cause and next-best action; document rationale. Participates in Service Desk projects as assigned. Maintain ticket hygiene: timely updates, customer communication, and closure documentation. Author and maintain knowledge articles/runbooks; reduce repeat contacts and escalations.

Requirements

Strong English communication skills.
Experience with de-escalation techniques and remaining calm under pressure.
Excellent multitasking, effectively handling phone calls, chats, team needs, and paperwork in real time.
Proven customer service experience, ideally with extensive phone support.
Strong Windows troubleshooting and issue resolution skills.
Experience with AI tools, including prompting and agents; familiarity with “vibe-coding.”
Windows operating system
Windows
Support
Troubleshooting
Phone support
ServiceNow
Help desk
Help desk support
Service desk
Customer service
Office 365
Mobile device
Bachelor’s degree in an IT-related discipline, or a comparable combination of education, training, and professional experience.
At least 2–4 years of experience providing service desk, help desk, technical support, or customer support services.
Must be able to work on-site in a fast-paced, high-volume environment, including independent troubleshooting and escalation handling.

Nice To Haves

Demonstrated customer service experience in a high volume support environment, with knowledge of ITSM practices and AI enabled support capabilities.
Experience using AI powered chatbots, virtual assistants, and AI enhanced knowledge tools to support ticket triage, resolution guidance, and knowledge management.
Familiarity with creating and refining AI prompts, contributing to AI agent workflows for service desk use cases, and understanding AI limitations (e.g., bias, hallucinations, and data sensitivity) is preferred.
Relevant certifications preferred (or willingness to obtain), including CompTIA A+, ITIL® 4 Foundation, and HDI SCA.

Responsibilities

Respond to service requests and incidents.
Capture event information.
Provide troubleshooting.
Forward more complex and specialized incidents to relevant teams.
Manage and participate in select Service Desk projects.
Track and evaluate personal service metrics.
Handle inbound support interactions.
Provide Tier 1 support via phone and ITSM.
Resolve common Tier 1 issues (password resets, account unlocks, basic access, standard app/endpoint issues).
Serve as escalation support for Tier 1.
Resolve Tier 2 incidents/requests requiring deeper troubleshooting (identity/access, endpoint configuration, enterprise apps).
Perform independent analysis to determine probable cause and next-best action; document rationale.
Maintain ticket hygiene: timely updates, customer communication, and closure documentation.
Author and maintain knowledge articles/runbooks.