Service Desk Analyst
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About The Position
TEKsystems is seeking a Service Desk Analyst to join our expanding team in Austin, Texas. As our team doubles in size due to an increase in call volume and incoming tickets, we are looking for a dedicated professional to support daily IT-related tasks and projects. This role offers a unique opportunity to enhance your technical skills by learning new technologies that are essential for keeping our clients' centers operational. The Service Desk Analyst will be responsible for providing 100% IT phone and chat support, ensuring that our clients receive timely and effective assistance with their technical issues. In this position, you will troubleshoot a variety of IT problems in a high-volume, multi-user environment. Your responsibilities will include providing networking support (DNS, DHCP, TCP/IP), troubleshooting PCs and printers, and supporting Windows-based devices. As the first point of escalation for customers, you will be tasked with solving a wide range of IT issues quickly and efficiently. You will also triage high-impact events and interact with management and staff to provide analytical and technical assistance aimed at improving IT solutions continuously. Additionally, you will manage local technical projects, maintain or create policies, procedures, and processes, and identify root causes of operational issues and process inefficiencies. This role requires strong verbal and written communication skills to convey complex IT concepts in simple terms, all while working with limited supervision in a customer-facing service role.
