Service Desk Analyst

Description Daily responsibilities include logging, tracking and resolving an average of 40 to 50 customer interactions per day. Specific responsibilities include acting as the customer advocate for problem resolution, demonstrating intermediate-advanced trouble‑shooting skills, handling, diagnosing, and resolving end user calls in a single point of contact help desk environment, and providing assistance to other members of the team. An average call lasts approximately 6 minutes; first call resolution rate goal is 75%. The most common calls are listed below: Microsoft Outlook Microsoft Word Desksite (a DMS, Document Management System, used to save / search / retrieve / share documents across the network) Mobile devices IP Phones Document formatting Supports additional tasks and initiatives as directed by leadership Monday - Friday, 9am - 6pm. Some work in office required each month (two days a week Tuesdays and Wednesdays with the possibility of increasing this amount). Skills service desk, customer service, troubleshooting, legal support Additional Skills & Qualifications Phone/Email/Chat Experience Level Expert Level Job Type & Location This is a Contract position based out of Baltimore, MD. Pay and Benefits The pay range for this position is $16.50 - $18.00/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 hybrid position in Baltimore,MD. Application Deadline This position is anticipated to close on Apr 27, 2026. EEO Statement 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. #J-18808-Ljbffr TEKsystems