Service Desk Analyst

DescriptionThe Service Desk Analyst has a very wide array of tasks all surrounding in-bound contacts via phone calls, emails, and chats. This role is responsible for supporting end users in a 24x7 capacity around the globe, with majority of locations based in USA. The calls vary from a very quick password reset that require very little effort, to mid-level troubleshooting to triage and/or resolve issues.Experience:1-2 years of helpdesk / call center experience1-2 years of experience working with “help desk ticketing tools” i.e. Service Now, IvantiExperience supporting Work from Home end-usersExperience working remotely yet as a team memberSkills:Ability to troubleshoot common Windows related issuesWorking knowledge of Active DirectoryWorking knowledge of Domain hierarchyWorking knowledge of Microsoft Windows OSMicrosoft Office Products including:Word, Excel, Outlook, PowerPoint, TeamsTroubleshooting VPN ClientsStrong written and oral communicationAbility to learn and troubleshoot custom applicationsAbility to search knowledge documentation and past tickets for solutionsNon-Technical Requirements:Great “people skills” with demonstrated ability to communicate with a wide verity of end users including many that have little or no “technical” skills.The ability to listen to the end user and understand their needs and perspectives.Sense of urgency in supporting the end user – returning the ability for them to perform their job.Top Skills Detailscall center customer service, ticketing system experience, Active Directory, Office 365, VPNAdditional Skills & QualificationsService Desk experiencePay and BenefitsThe pay range for this position is $18.00 - $18.00Eligibility 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 TypeThis is a hybrid position in Halethorpe,MD.Application DeadlineThis position will be accepting applications until Jan 24, 2025.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.