IT Service Desk Analyst

Description

Provides superior customer service to customers on an ever-growing variety of service needs. Diagnoses and solves system inquiries and error

reports daily. This position is required to perform all Service Desk functions including, but not limited to, answering calls, documenting help

tickets, and providing solutions.

EDUCATION

• High School Diploma or GED : High School Diploma or GED (Required)

EXPERIENCE

• 2+ years: Customer service experience or experience providing technical support to end users. (Required)

ESSENTIAL FUNCTIONS (JOB DUTIES)

• Provide a fantastic customer service experience for EVERY customer who calls for service.

• Capture, translate, and accurately diagnose details of a service need in the tracking system.

• Communicate effectively with customers, fellow staff, and partners in oral and written form.

• Professionally interface with interdepartmental team members, growing a culture of timely service need resolution.

• Adhere to established policies and expectations to deliver a consistent service experience.

• Apply best-practice search techniques to query an ever-growing Knowledge Base, driving first-level solutions to a diverse customer

base.

• Maintain Data Center Physical Plant technologies to proactively recognize and report anomalous environment changes.

• Continually nurture an attitude of continual personal improvement; accommodating availability for quarterly two-hour staff

meetings on a weekend and occasional training sessions on weekdays between 8am and 5pm, which may be in addition to regularly

scheduled shiftwork but with reasonable forewarning.

• Monitor team and personal work queues for new job-related tasks daily and executes such work as assigned within established

timeframes.

• Participate in an on-call rotation to accommodate last-resort staffing needs.

• The following describes the competencies of this role:

• Mixed-OS environment: Windows 10, 7, and MacOS x.

• Microsoft Office tools including Office365 services.

• Business and home network infrastructure including routers and wireless access.

• Translating user-level syntax to technical language and vice versa.

• Internet technologies including web access, Unified Messaging, WebEx, and Citrix client.

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• Situational awareness to handle sensitive non-technical case intake with professionalism and empathy.

• Ability to work both independently and as a team member.

• Individuals may not perform all of these duties, or may perform additional, related duties not listed here.

COMPETENCIES (KNOWLEDGE, SKILLS & ABILITIES)

• Ability to adapt to a variety of situations, change, and new learnings

• Ability to type efficiently and accurately

• Acceptance of a process-oriented approach to tasks – complete tasks in a consistent, reliable, repeatable manner

• Demonstrate the ability to operate independently but contributing to team success

• Desire to be helpful in ANY situation, technical or non-technical

• Has knowledge of industry standard concepts, practices, and procedures within the Service Desk or Help Desk field

• Maintain an attitude of continuous improvement, accepting constructive criticism as an improvement opportunity

• Ability to handle multiple tasks competently

Job Type & Location

This is a Contract position based out of Indianapolis, IN.

The pay range for this position is $20.00 - $24.00/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)

This is a hybrid position in Indianapolis,IN.

This position is anticipated to close on May 16, 2026.

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.

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.