Description *** The Service Desk Analyst will work remotely majority of the time and will be required to come to the DC office once or twice a week on a recurring basis. Work outside of regular business days/hours as needed, but rare Long term contract renews every 6 months The primary responsibility of the Service Desk Analyst is to provide customer focused front-line technical support to staff in person, phone, email, or remote support. This includes end-user issue/request, IMAC (Installation, Move, Add, Change) from cradle to grave, and education on our internal systems to end users. The Service Desk team consists of a group of dedicated support professionals working out of the Washington, DC headquarters and remotely. This position will work closely with teammates as well as members of the other IT teams. Responsibilities • Provide exceptional technical support and customer service and provide measurable results that demonstrate quality customer care and support • Multi-task, prioritize, and organize all tickets, calls, and emails • Utilize an incident management system for IMAC, Incident, Asset and Problem Management o Responsible for creating, managing, troubleshooting, documenting and resolving/fulfilling incidents/requests in a timely manner o Meet or exceed all agreed upon Service Level Agreements o Provide periodic status updates to customers and properly document incidents • Support end-user standard workstation & laptop operating systems and software packages including but not limited to: o All aspects of Windows 10 and O365/M365 o Install/uninstall, troubleshoot, service, and maintain approved software o Support end-user server based software consisting of COTS and in-house titles • Support audio-visual equipment for use in meetings, conferences, teleconferences and other gatherings • Support mobile and landline telecommunication accounts, systems and hardware • Record and/or maintain tracked assets to ensure record accuracy and accountability • Share knowledge by creating and maintaining procedural documents and technical instructions in the Service Desk team site • Adhere to company and team-specific policies and procedures • Other duties as assigned to ensure the smooth operation of the team Skills Help desk, Support, Help desk support, Troubleshooting, Service desk, Windows 10, Desktop, Office 365 Additional Skills & Qualifications Qualifications • Bachelor’s degree in Information Technology or a related field, or equivalent experience • Minimum of 5+ years relevant experience • Experience with ServiceNow, SCCM, InTune, Office 365 and Azure AD a plus • Strong customer service skills • Detail-oriented, results-driven and process-oriented • Outstanding reasoning capabilities & strong analytical skills • Professional and effective verbal and written communication skills • Familiarity with a variety of concepts, frameworks, best practices, and procedures within the IT Support Discipline: o ITIL Framework o HDI Best Practices • Ability to support end user and, to a lesser degree, back-end computer, related hardware and peripherals o IMAC, troubleshoot service, maintain and repair personal computers o IMAC, server and network equipment with direct supervision of certified engineering staff • Ability to work effectively with minimal instruction on day-to-day work and general instructions on new projects or assignments • Ability to lift and carry 30 pounds for extended periods (As Required for Computer Moves, Receiving, and IT Asset Disposal) • Flexibility after normal business hours and on weekends (as needed for systems maintenance, upgrades, projects or system emergencies) • Experience with Dell and Lenovo workstation and laptop hardware platforms a plus • ITIL Foundations certification a plus • MOS certification a plus • ServiceNow certification a plus • HDI Service Desk Certification a plus Pay and Benefits The pay range for this position is $30.00 - $35.00/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 fully onsite position in Washington,DC. Application Deadline This position is anticipated to close on Feb 20, 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.