Technical Support Analyst

Top Skills:

1. Independent Tier 2 Troubleshooting and Ownership

Proven ability to operate autonomously as a senior escalation resource. The ideal candidate can take ownership of complex issues end‑to‑end, perform deep troubleshooting, and drive resolution without constant supervision. This role serves as the trusted onsite technical authority for Lake Placid.

2. Customer Service Maturity and Professional Judgment

Strong professional presence with the ability to support staff and leadership calmly and confidently. This role requires high emotional intelligence, excellent communication, and sound judgment when prioritizing issues and determining escalation paths. Representing IT well is non‑negotiable.

3. Enterprise Printing and Endpoint Support in a Hybrid Environment

Demonstrated experience supporting Windows and macOS environments, with particular strength in enterprise printing administration. Hands‑on capability with printer logic, queues, drivers, permissions, and troubleshooting is critical, as well as general endpoint support across laptops, mobile devices, and peripherals.

4. Foundational Network Awareness and Collaboration

Working knowledge of basic network concepts such as TCP/IP, VPN, wired and wireless connectivity, and name resolution. This is not a network engineer role, but the candidate must be trusted to be hands‑on locally and collaborate effectively with remote infrastructure and network teams as the onsite “hands and feet.”

Description

Serve as an elevated Tier 2 escalation resource and trusted technical authority for complex IT issues

Take ownership of escalated incidents, performing deep‑dive troubleshooting and root‑cause analysis

Support onsite core network services under guidance of network engineers, including:

• TCP/IP
• VPN access
• Wired and wireless connectivity
• Name resolution and related infrastructure components

Administer, support, and troubleshoot enterprise printing environments, including:

• Network printers
• Printer queues, drivers, and permissions
• Print server and print‑related connectivity issues

Provide advanced support for:

• Windows and macOS operating systems
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
• Active Directory and Azure AD
• Exchange and identity/access management services
• Configure, deploy, and support Android and iOS devices via MDM
• Collaborate with Infrastructure, Cyber Security, senior Service Desk staff, and vendors
• Deliver white‑glove customer service as a professional IT ambassador
• Participate in ITIL‑aligned processes and service improvement initiatives
• Document complex solutions and known issues in the knowledge base
• Mentor junior analysts and contribute to service desk maturity
• Participate in phone queue and perform other duties as assigned

Additional Skills & Qualifications

• 3–5 years of professional IT Service Desk, Technical Support, or Help Desk experience
• Demonstrated Tier 2 troubleshooting and escalation ownership in an enterprise environment

Strong hands‑on experience supporting:

• Windows and macOS
• iOS and Android devices
• Microsoft 365 service
• Working knowledge of basic network infrastructure (TCP/IP, VPN, wired/wireless networking)
• Experience administering and troubleshooting enterprise printing environments
• Proven ability to work independently with minimal supervision
• Strong communication skills with both technical and non‑technical audiences

This is a Contract to Hire position based out of Lake Placid, NY.

The pay range for this position is $28.00 - $33.00/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 Lake Placid,NY.

This position is anticipated to close on May 14, 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.