Service Desk Analyst

TEKsystems•Dallas, TX

7d•$29 - $29•Remote

About The Position

We are seeking a customer-focused Service Desk Analyst to provide first and second-level technical support to internal employees in a fast-paced support environment. This role is responsible for troubleshooting hardware, software, connectivity, and access-related issues while delivering exceptional customer service through phone, chat, and collaboration tools. The ideal candidate is a strong communicator, organized multitasker, and enjoys solving technical problems.

Requirements

Windows 11 support
Phone-based technical support
Chat support
VPN troubleshooting
Wi-Fi and network connectivity troubleshooting
Ticketing systems (ServiceNow preferred)
Strong documentation and communication skills
Excellent customer service and communication skills.
Ability to multitask in a high-volume support environment.
Strong troubleshooting and problem-solving abilities.
Comfortable handling incoming calls while managing chat conversations and ticket updates.
Ability to work independently and collaboratively within a team.
Strong written documentation skills are critical for success.

Nice To Haves

Experience supporting users in a service desk, help desk, or technical support environment.
Exposure to device management or software deployment tools.
Familiarity with security, encryption, and access management concepts.
Ability to follow established troubleshooting processes and knowledge base articles.
Strong attention to detail and accurate ticket documentation.

Responsibilities

Provide first-line technical support via phone, chat, and collaboration platforms.
Troubleshoot and resolve Windows 11, VPN, Wi-Fi, connectivity, software, and hardware issues remotely.
Document all incidents, requests, and resolutions within the ticketing system.
Accurately diagnose issues, identify root causes, and communicate solutions clearly.
Install, configure, maintain, and troubleshoot software, hardware, and peripheral devices.
Support user access requests, account provisioning, and system permissions.
Deploy software updates and patches using endpoint management tools.
Create and update knowledge base articles and process documentation.
Monitor ticket queues and ensure timely resolution of incidents and service requests.
Collaborate with teammates to address recurring issues and improve service delivery.
Take ownership of employee issues and provide regular status updates through resolution.
Assist with small projects and operational initiatives as assigned.
Identify and communicate support trends, recurring issues, and potential service improvements.