Service Desk Analyst

TEKsystems•New Orleans, LA

6h•$31 - $34•Onsite

About The Position

The Enterprise Service Desk Specialist provides first-line Tier 1 support for the Navy Marine Corps Intranet (NMCI) under the NGEN SMIT contract. The role delivers phone and online IT support to Marine Corps end users in a structured, mission-focused call center environment, helping ensure mission readiness. The position is fully on-site in New Orleans, Louisiana, and requires working at a desk in the call queue during scheduled work hours. The analyst troubleshoots a broad range of end-user technologies, documents and tracks incidents in an IT Service Management system, and follows established procedures and escalation protocols. The New Orleans site supports Marine Forces Reserve and serves as an alternate desk to a primary location in Kansas City, Missouri. The local operation includes approximately 30 Service Desk Specialists and around 143 total analysts, with coordination across sites using video teleconference tools. The work takes place in a cubicle-based office setting using Windows 10 workstations, ITSM ticketing tools, and collaboration systems. This is a contract position. The listed pay range is $31.36–$33.65 per hour. If eligible, benefits for this temporary role may include medical, dental and vision coverage; Critical Illness, Accident, and Hospital coverage; a 401(k) plan; life insurance; short- and long-term disability; a Health Spending Account; transportation benefits; an Employee Assistance Program; and paid time off, vacation, or sick leave.

Requirements

Completed and valid Security+ CE certification; this is a non-negotiable requirement.
At least an Interim Secret Clearance; a fully adjudicated Secret Clearance is preferred.
The posting states “04 years of IT experience,” and separately says mid-level analysts may have 0 years of experience and senior-level analysts should have 34 years of experience.
A bachelor’s degree may be used in lieu of up to 4 years of experience.
Ability and willingness to work on-site in an inbound service desk and call center environment and remain in the call queue.
Strong customer service skills and a professional, service-oriented mindset.
Experience providing phone-based support to end users in a help desk or service desk setting.
Ability to troubleshoot Windows 10 workstations and common end-user applications.
Familiarity with help desk and service desk operations, ticketing systems, and ITSM processes.
Ability to accurately follow scripts, procedures, and escalation protocols.
Basic understanding of networking concepts, including Layer 1 connectivity, DNS, and IP addressing.
Ability to manage multiple tickets and tasks while maintaining accurate documentation.
Clear, professional communication with technical and non-technical users.
Strong problem-solving skills and attention to detail when documenting and resolving incidents.

Nice To Haves

Experience with ITSM ticketing systems; preferred but not strictly required.
Prior help desk support experience in a call center or service desk environment.
Experience using Active Directory for password resets and basic account administration.
Exposure to troubleshooting internet browsers, email/Exchange, and common desktop applications.
Experience mapping printers and network drives and resolving related access issues.
Familiarity with telephony troubleshooting, including VoIP and desk phone environments.
Interest in pursuing additional certifications such as MS-900 to support career growth into IT support, Cyber Ops, NetOps, or SysOps roles.
Fully adjudicated Secret Clearance.

Responsibilities

Serve as the initial point of contact for IT issues and provide Tier 1 support to Marine Corps end users by phone and online channels.
Provide customer service and guide users through troubleshooting, resolving issues at first contact when possible.
Follow escalation procedures and hand unresolved Tier 1 issues to higher-level support.
Monitor NMCI and related network health and status, including alerts, outages, and performance issues.
Document, track, and communicate network outage information and maintain accurate ticket records.
Execute predefined scripts and standard operating procedures for incident resolution and routine maintenance.
Open, update, and close ITSM tickets, ensuring work is logged and categorized accurately.
Correlate events and incidents to support IT service management and identify recurring issues.
Perform password resets in Active Directory and basic account administration.
Troubleshoot internet browser, workstation connectivity, Layer 1 network connectivity, DNS, and IP address issues.
Contribute information and observations to root cause analysis of ongoing or recurring technical problems.
Support email and Microsoft Exchange access, synchronization, and configuration issues.
Assist with application installation and troubleshooting.
Configure and troubleshoot printer access and network drive mapping.
Address VoIP and desk phone issues in coordination with relevant teams.
Resolve desktop workstation operating system, hardware, and basic configuration issues.
Work in an inbound call center, remaining at the workstation and in the call queue as required.
Collaborate with service desk colleagues and analysts, using VTC tools to coordinate with leadership and colleagues at other sites.