Support Analyst

Description

TEKsystems Hospitality client is in need of a an experienced support Analyst to join their team as a result of an internal promotion. This person will assist be a member of a team of 4 supporting 12-15 tickets on average a day of anything from Password resets, Active Directory account creation, setting up new Equipment for new hires, at a tier 1 and tier 2 perspective. This will be supporting about 1000 hotels and also the corporate IT environment. The best candidate for this role will have excellent communication/customer service skills, be extremely reliable and have worked in a medium sized Service/support desk environment.

The primary purpose of this role is to provide Tier 1 and tier 2 level support to resolve service incidents/requests in a timely manner according to SLA and perform tracking by entering details of incidents/requests, status updates, and resolutions into the company ticket system. This role will be responsible for multiple in-sourced and out-sourced services including but not limited to desktops, laptops, phones, Wi-Fi, TV, Telecom services and conferencing equipment. The Support Analyst will be required to interact with third party hardware/software and key support vendors. To be successful in this role, a candidate must have excellent problem solving skills in order to diagnose, isolate, evaluate and resolve complex problem situations, or when necessary, escalate or route them to the appropriate group.

Major Duties: Manage daily ticket queue to our internal SLAs during regular business hours and during the rotating oncall hours

In-depth troubleshooting of service interruptions and escalation to support partners as required

Coordinate with key vendor partners for monitoring and ticket resolution

Assist in the creation and review of detailed documentation and tracking for supported technologies.

Basic Desktop and Telecommunications Support

Troubleshoot LAN/WAN network connectivity issues

Support ACCESS control and grant access rights to enterprise applications

User administration and support

Desktop and Server Application Support

Recommend solutions for continuous improvement in Telecommunications and Technology Support

Provide superb customer service both written and spoken, to technical and non-technical customers.

Other Duties: The duties of this position are not all inclusive, but do indicate the hands on responsibility of the position. Other responsibilities may be assigned as necessary to support the business environment.

Work with the other IT team members on incident resolutions

Follow established processes for procurement of ESA assets/services

Follow established practices for the rotating oncall responsibility

Knowledge Skills and Abilities,: Intermediate experience in direct End User Support (application, imaging, hardware, user connectivity)

Intermediate skills in general MS Office application troubleshooting

Intermediate level experience in installation, upgrades, and support of Windows desktops

Intermediate understanding of Desktop imaging techniques

Experience supporting users in an Active Directory Environment

Experience supporting End User Computing devices/BYOD/Cellular/Tablets

Experience supporting remote users

General understanding of Networking and Firewall Fundamentals

Ability and Willingness to follow structured methodologies

Ability to work in a fast-paced team oriented atmosphere

Basic understanding of telecom fundamentals such as: LEC relationships, POTS, Circuit speeds and capacities, T1,MPLS, HSIA, DNIS, SIP, Various transport technologies and VOIP

Ability to utilize various online tools and portals to troubleshoot problems

Basic level experience in Hosted, Legacy and IP PBX systems

Basic knowledge of Adtran switches and router configurations

Basic knowledge of Call Routing fundamentals in TDM and IP space

Expectation of intermediate level of Excel proficiency.

Ability to work with minimal supervision

Ability to organize multiple priorities to ensure that daily operations are performed at peak efficiency

Additional Skills & Qualifications

Manage Engine

A+ Cert

Skills

Support, Windows, service desk

Top Skills Details

Support,Windows,service desk

Additional Skills & Qualifications

Basic Systems Admin

Manage Engine

A + Cert

Experience Level

Intermediate Level

Job Type & Location

This is a Contract position based out of Charlotte, NC.

Pay and Benefits

The pay range for this position is $20.00 - $27.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

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 Charlotte,NC.

Application Deadline

This position is anticipated to close on Oct 9, 2026.

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.

About TEKsystems and TEKsystems Global Services

Were 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. Were 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. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were 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.