Service Desk Analyst

TEKsystems•Neenah, WI

7d•$25 - $26•Onsite

About The Position

We are seeking a customer-focused Service Desk Analyst to join a growing IT support team. This role serves as the first point of contact for end users, providing Level 1 technical support, troubleshooting hardware and software issues, and delivering an exceptional customer experience. The ideal candidate will have strong technical troubleshooting skills, outstanding communication abilities, and experience supporting users in both in-office and remote environments.

Requirements

Help Desk or Service Desk support experience
Strong troubleshooting and problem-solving skills
Experience supporting Windows environments
Active Directory administration and user account management
Microsoft 365 / Office 365 support experience
Hardware break/fix troubleshooting and support
Experience supporting both remote and in-person users
Excellent customer service and communication skills
Ability to manage multiple priorities in a fast-paced environment

Nice To Haves

Experience with several of the following is preferred: Windows operating systems, Computer hardware troubleshooting, Microsoft Office / Microsoft 365, Active Directory, Virtual Desktop Infrastructure (VDI), Desktop imaging and deployment, Hardware provisioning, Audio/Video technology, Remote access technologies, TCP/IP networking, VPN support, Wi-Fi troubleshooting, IT security practices and policies
Strong understanding of ITIL-based support processes
Experience documenting and maintaining technical procedures
Knowledge of project management principles
Experience supporting home office and remote workers
Ability to evaluate and recommend new technology solutions
Experience working closely with multiple IT teams and departments
Customer-first mindset with strong interpersonal skills
Excellent verbal and written communication abilities
Strong critical thinking and analytical troubleshooting skills
Self-motivated with the ability to work independently
Team-oriented and collaborative
Comfortable learning new technologies and adapting to change

Responsibilities

Serve as the primary point of contact for IT support requests
Provide Level 1 technical support for hardware, software, and user issues
Gather, analyze, and troubleshoot reported technical problems
Escalate complex issues to higher-level support teams when necessary
Create and maintain knowledge base articles and standard operating procedures
Participate in new technology rollouts and user training initiatives
Accurately document incidents, service requests, and resolutions in the ticketing system
Assist with desktop, laptop, peripheral, and software installations and configurations
Support conference room and audiovisual technology
Participate in on-call or call support rotations as required
Collaborate with infrastructure and application teams to ensure timely issue resolution
Mentor junior team members and contribute to team knowledge sharing