IT Service Desk Analyst 1

Job Description

Job Description

Description

On a day-day basis, this individual will act as both the Level 1 & Level 2 IT support, fielding calls from End-Users as well as responding to tickets in their ServiceNOW portal in the enterprise environment (15,000+ employees across 300+ locations) with an emphasis on 1st call resolutions (65-70% of tickets expected to be closed at this level). Beyond troubleshooting these issues to the level of break/fix and resolution, they will also be responsible for allocating work to other areas of IT and are viewed somewhat as project coordinators, allocating work to the right groups/teams through escalating tickets and providing written technical dialogue of the issues so that the next teams (Level 3+) can pick up these tickets to address issues and close tickets. Should be able to walk end-users through issues both remotely by walking them through steps, as well as remoting logging into their computers...

20-30+ calls per days: Common computer user issues...

- Remote connections (desktop/VPN)

- Hardware Issues within Units (requesting replacements)

- Office/Outlooks issues

- Password Resets

- Remote/VPN

- Epic/EMR related Calls

Technology Supported:

- ServiceNOW (ITSM Software/ticketing system)

- LAN/WAN Networks

- Exchange/Outlooks for Mail

- EPIC (EMR)

- User Accounts (Access/permissions/Locked -out)

- Software (MS Office) + a ton of Medical related software

- Applications (300+ proprietary applications in the environment)

- Hardware (printers, monitors, mouses, etc.)

- Windows 7/10 OS issues

- PC Issues (Primarily), limited MAC environments

- Speed/Performance enhancement (Clearing Cache etc.)

- Software installations / remediation

Summary: Provide analysis, troubleshooting, implementation and operational support for URMC network. Provide first and second level support for large customer base whose business functions rely primarily on computer-based technologies. Maintain expertise in current desktop and network technologies, as well as wide range of systems, applications, and customized needs in support of Medical Center, research and academic initiatives.

Skills

Outlook, MS Office, XP, 7, Helpdesk, support, service, Microsoft, network, Help desk, Customer service, Service desk, Helpdesk troubleshooting, Windows 10, Phone support, Troubleshooting, IT Service Desk (Weekends), Help desk support, Support, Windows, Microsoft, It support, Office 365, Servicenow, Ticketing system, Application support, Technical support

Additional Skills & Qualifications

Customer Service and Sense of Urgency. Responsible, dependable (cannot call in as it puts the team in a difficult spot with the shifts they need covered with hospital/patient care).

A balance of technical skills and personality is a MUST. Should have great documentation and above average verbal and written communication.

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

The pay range for this position is $18.00 - $20.50/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 fully onsite position in Rochester,NY.

This position is anticipated to close on Jul 11, 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.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.