Service Desk Analyst

Job Description :

As an IT Support Specialist, you will be responsible for providing technical assistance and support to end-users experiencing hardware, software, or network-related issues. Additionally, you will help manage our Platform Services environment which includes Azure infrastructure, the physical network, handling service desk requests and incidents, and providing on-site support to company locations such as our production facility and warehouse. The primary goal of this role is to ensure prompt and effective resolution of user issues while maintaining high levels of customer satisfaction.

Duties :

• User Support : Respond to incoming requests for technical assistance from end-users, diagnose problems, and guide users through step-by-step solutions.
• Active Directory : Assist in maintaining AD organization units and user accounts. Ensure separated users are disabled and deleted and AD data is kept current and consistent.
• Endpoint and Antivirus Management : Help install and monitor our endpoint management solution and centrally managed antivirus solution.
• Asset Management : Help maintain CMDB of organization's critical IT assets, loaner computers, and spare parts for repairs.
• Monitoring and Alerts : Assist in maintaining a database of endpoints and monitor critical devices, alerting 24 / 7 to various operational issues to ensure the smooth operation of our systems. Help us create monitoring systems that alert on symptoms rather than focus on only outages.
• Service Desk Support : Handle requests from the service desk, providing expert troubleshooting and resolution for complex technical issues.
• On-Site Support : Respond to and support company locations, including the production facility and warehouse, ensuring all IT systems are operational and secure.
• Remote Support : Provide remote support to an international remote workforce to resolve a variety of endpoint and infrastructure issues.
• Collaboration : Work closely with other IT team members and vendors to implement and maintain best practices for network and system administration.
• Documentation : Create and maintain detailed documentation for infrastructure, procedures, and troubleshooting guides. Accurately and completely submit service desk tickets to include troubleshooting steps, key updates, and resolution steps. Collaborate and document to avoid repetitive learning.
• Purchasing : Recommend hardware and software solutions along with network and security appliances.
• Onboarding / Offboarding : Assist with the hire and separation of users, maintain accurate data fields in AD, assign and recover licenses, and recover assets.
• Messaging : Assist with Exchange O365 along with filtering solutions; whitelisting and blacklisting.
• User Education : Provide guidance and training to end-users on how to effectively utilize hardware, software, and IT services to improve productivity. Encourage use of self-service options.
• Vendor Management : Closely monitor vendor access to the environment with an eye towards security. Maintain relationships and work with vendors on projects. Help and guidance on vendor-related tasks. Escalate incidents to vendors and work with vendors on resolutions.
• Manufacturing Support : Provide support for the manufacturing facility as it relates to IT. Work with various vendors to maintain uptime on critical equipment connected to the network such as : Gerber machinery, barcoding devices, shipping label printers, and associated devices.
• Applications : Work in partnership with our Enterprise Applications team to assist in troubleshooting functionality and integration issues between applications and infrastructure. Assist with debugging and manage traffic to ensure system reliability.
• Skills

Help desk, Support, hardware / software, escalation calls, customer service, Windows, Active directory, Service desk

• Additional Skills & Qualifications

Required Skills / Qualifications :

• Familiarity with troubleshooting and configuring : Windows 10 and 11 OS, Microsoft Office 365 suite, e-mail, chat, VPN connectivity applications, antivirus software. Experience with : Salesforce, Rootstock, and Freshworks are a plus.
• Proficiency in troubleshooting hardware, software, and network issues on Windows and / or macOS platforms. Basic knowledge of Active Directory, Microsoft Office Suite, and common business applications. Excellent troubleshooting and problem-solving skills.
• Excellent verbal and written communication skills, with the ability to convey technical information clearly and concisely to non-technical users.
• Ability to maintain confidentiality.
• Ability to work independently and as part of a team.
• Ability to thrive in a fast-paced environment, prioritize tasks effectively, and adapt to changing priorities and technologies.
• Strong time management : ability to work project deliverables along with unexpected incidents and requests.
• Basic knowledge of physical network management, switches, and firewalls.
• Familiarity with service desk operations, tiers, and support.
• Basic knowledge of applications and how programs work.
• Basic knowledge of best practices for IT security and compliance.
• Basic knowledge of ITIL best practices : Change Management, Asset Management, Incident Management, Knowledge Management, and Root Cause Analysis.
• Project welcoming and positive attitude, show good judgement, dress appropriately for workplace (business casual), and be polite.
• Career focused with a strong desire to learn new IT disciplines.
• Suggested Certifications : CompTIA A+ and Security+, Microsoft Azure Fundamentals (AZ-900),
• Pay and Benefits

The pay range for this position is $16.00 - $25.00 / hr.

Eligibility requirements apply to some benefits and may depend on your job

classification and length of employment. Benefits are subject to change and may be

subject to specific elections, plan, or program terms. If eligible, the benefits

available for this temporary role may include the following :

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off / Leave (PTO, Vacation or Sick Leave)
• Workplace Type

This is a hybrid position in Newport News,VA.

• Application Deadline

This position is anticipated to close on Oct 21, 2025.

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About TEKsystems :

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.