Service Desk Analyst (Remote)

TEKsystems•Tucson, AZ

13d•$29 - $29•Remote

About The Position

The Service Desk Analyst provides first and second tier technical support to internal employees in a dynamic, fast-paced virtual call center environment. You will troubleshoot a wide range of software, hardware, and connectivity issues, deliver support via phone, chat, and Slack, and ensure a high level of customer service through clear communication, strong documentation, and timely resolution of incidents. This role requires a blend of technical expertise, problem-solving ability, and interpersonal skills to analyze, diagnose, and resolve issues that range from straightforward to complex, while also handling various administrative and knowledge base documentation duties.

Requirements

Prior Service Desk or Desktop Support experience, including phone and chat-based support in a corporate environment.
Hands-on experience supporting Windows 11 operating systems.
Strong knowledge of Microsoft-based operating systems and troubleshooting within a corporate network environment.
Experience using and troubleshooting Office 365, including permissions, calendaring, and delegation.
Incident management experience, including accurate logging, updating, and closing of tickets in tools such as ServiceNow.
Basic user and security group administration experience in Active Directory.
Familiarity with VPN technologies and troubleshooting VPN connectivity issues.
Familiarity with wired and Wi-Fi networking, including devices bound to Windows Active Directory.
Familiarity with home network troubleshooting for remote users.
Experience with encryption and security tools and triaging issues within secure environments.
Ability to deploy and patch software using device management technologies such as VMware.
Strong interpersonal skills, with the ability to communicate technical issues in clear, non-technical terms.
Self-starter mindset with a passion for providing excellent customer service and seeing issues through to completion.
Good problem-solving, diagnosis, and troubleshooting skills, including the ability to identify root cause of issues.
Ability to identify gaps in documentation and request updates to improve knowledge base accuracy.
Ability to work independently while also collaborating effectively within a team and cross-functionally.
Comfort supporting users via Slack chat, phone, and other collaboration tools.
Ability to multitask effectively in a dynamic, fast-paced environment with high volumes of calls and chats.

Nice To Haves

Experience working in a service desk environment that provides support via Slack chat and phone, including first-line support for professional users such as CPAs.
Comfort handling a high volume of incoming calls and chat coordination while maintaining strong customer service standards.
Experience with connectivity troubleshooting, including Wi-Fi, VPN, and general network access issues.
Familiarity with device management and patch deployment tools, including VMware-based solutions.
Ability to perform well in structured interview scenarios such as mock ticket exercises, demonstrating documentation quality and adherence to knowledge base procedures.
Willingness and ability to work mid to closing shifts and weekends, particularly during peak tax season.
Commitment to full attendance during the two-week training period, with flexibility to start in a later training cohort if needed.
Ability to comply with time-off policies, including requesting time off no more than 30 days in advance and limiting requests to no more than one week off at a time.
Comfort using a company-provided headset (such as a Jabra 480) for all phone-based support.
General aptitude for learning new systems and tools, including internal platforms such as Atlas and trainee expectation materials.
Ability to maintain professionalism and confidentiality while supporting internal employees across different regions and time zones.

Responsibilities

Provide first and second tier technical support to internal employees via phone, chat, and Slack in a high-volume, fast-paced service desk environment.
Troubleshoot software, hardware, VPN, Wi-Fi, and general connectivity issues remotely, ensuring clear articulation of root cause and resolution.
Log all contacts and incidents accurately in the Incident Management System (ServiceNow), maintaining strong documentation and adhering to established knowledge base and processes.
Perform installation, upgrades, and maintenance of software, hardware, and peripherals as required.
Support encryption and security tools, including triaging issues within secure environments and assisting users in gaining access to various systems and servers.
Deploy and patch software using device management technologies such as VMware and related tools.
Assist users with Office 365 issues in a corporate network environment, including permissions, calendaring, and delegation support.
Provide basic user and security group administration within Active Directory, including troubleshooting issues bound to Windows Active Directory.
Support VPN connectivity and wired and wireless networking issues, including home network troubleshooting for remote employees.
Take ownership of employee issues from initial contact through resolution, following up on status and communicating progress in a timely and professional manner.
Analyze and resolve incidents within expected turnaround times while maintaining a high degree of customer service and adhering to service management principles.
Monitor and communicate call and chat trends and emerging issues to the team, helping identify patterns and areas for improvement.
Contribute to knowledge base and process documentation by identifying gaps, requesting updates, and ensuring procedures are followed during ticket handling.
Work closely with the team to resolve aging tickets, ensuring proper closure and documentation in line with service desk standards.
Handle small projects from start to finish, managing tasks, timelines, and communication with stakeholders as needed.
Participate in a mock ticket exercise during the interview process, demonstrating strong documentation skills, proper use of the knowledge base, and correct ticket closure practices.
Provide consistent coverage across a 7-day support schedule, including mid to closing shifts and weekend work during peak tax season.
Adhere to attendance expectations, including full participation in the two-week training period and compliance with time-off request guidelines.